Technical Account Manager (TAM)

Job Description

Skimmer is on a mission: to modernize the pool and spa service and repair industry. We’re a private equity-backed company with 7000+ customers using Skimmer’s pool service software and running their businesses the modern way. But we’re not stopping there (there are over 70,000 pool service companies in this surprisingly large “niche” space).

Our customers love us almost as much as we love them (check out our reviews and our NPS score of 68!)

We’re looking for big thinkers with small egos, so let’s dive in!

Our Values: At Skimmer we

• Realize our customers' success is our success.
• Build humble, diverse teams who have fun winning.
• Drive results with urgency.
• Earn trust through transparent communication.

The Technical Account Manager (TAM) at Skimmer is responsible for supporting Account Managers with billing customers and enabled prospects. The TAM plays a critical role in ensuring successful onboarding, training, and launch support for customers adopting Skimmer Billing. The TAM will assist existing Skimmer customers to maximize the usage of Skimmer billing to improve their cash flow and operational efficiency.

The TAM works cross-functionally with the AMs (when necessary CS), product, and support teams to provide expert knowledge and technical insight into Skimmer billing, ensuring a smooth transition for new (AM) billing customers and, in some cases, helps to retain and grow existing ones.

What you'll do

• Customer Onboarding & Training:
• Lead onboarding sessions for new enabled customers, focused on educating them on Skimmer’s billing platform.
• Conduct training sessions for AM enabled customers to demonstrate the benefits and usage of Skimmer Billing.
• Support with the development and maintenance of onboarding materials and technical documentation to support customer education.
• Implementation:
• Assist customers with the implementation and setup of Skimmer Billing, ensuring the solution is tailored to meet their specific business needs.
• Ensure timely and accurate configuration of billing settings.
• Resolving Billing Issues:
•  Assisting team members with complex billing situations, which includes investigating and helping solve unhealthy billing accounts.
• This may also involve acting as a liaison between clients and internal billing teams to address invoicing errors, QBO Sync errors,  disputes, or other challenges.
• Account Manager and Success Manager Support:
• In some cases, you may need to partner with Account Managers to support billing prospects through the technical aspects of the sales process.
• Customer Billing Success & Retention:
• Monitor the adoption and usage of the billing platform to 60% of TPV threshold
• Provide insights and recommendations to improve the customer experience and increase retention rates for billing customers.
• You will also have a kick-ass time! 🏊

Key Performance Indicators (KPIs) for this role

1. Onboarding completion rate: percentage of customer successfully onboarded to Skimmer Billing within the target timeframe (30-60 days from enabled).
2. Billing adoption rate: percentage of customers using Skimmer Billing who adopt within 2 months of onboarding.
3. Churn rate of Billing customers: percentage of customers retained over a defined period (quarterly).
4. Expansion revenue contribution: percentage of TPV facilitated by TAM support, service locations assisted by the TAM, percentage of TPV saved by high contracting customers.

Requirements

• 2+ years in customer-facing roles, customer success/account management, and/or sales experience preferred.
• 1-2 years of merchant processing experience preferred.
• A customer value, ROI, and business outcome-driven mindset.
• Skills in product training, and comfortable “re-re-selling” the customer on Skimmer.
• Strong de-escalation and problem-solving skills.
• Highly skilled in written and verbal communication.
• Proven ability to multi-task and manage multiple projects at a time with strong attention to detail.
• Self-starter mentality that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others.
• Proficient with CRM systems like HubSpot.
• Experience with Quickbooks Online (QBO) preferred.
• Proficient in Excel/Google Sheets.
• A passion for ensuring customer success and fostering positive relationships.

Benefits

• Competitive base pay + commisison
• Company equity
• Generous medical, dental, and vision plans
• Immediate access to 401(k) / RSP with company match
• Flexible PTO (MINIMUM of 10 days required every year)
• 12 weeks paid parental leave for birthing parent, 6 weeks paid leave for supporting partner in the US
• Remote work friendly (Skimmer HQ is in Austin, but you’re welcome to work wherever you're most productive - over 3/4 of our team is fully-remote)
• Comprehensive learning and development budget
• A manager dedicated to your development

At Skimmer we're deeply committed to building a diverse and inclusive workplace. We’re proud to be an equal opportunity employer, seeking to identify and onboard people from all walks of life. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, or veteran status, or any other non-merit based or legally protected grounds.

We also acknowledge that there is no “perfect” candidate - if you fulfill a few of the requirements, believe this is a role you would be excited about on a daily basis, and resonate with our culture, we encourage you to apply!