Offer summary

Qualifications:

Minimum 5 years of experience in support, technical account management, or consulting within a SaaS environment., Strong technical skills, including familiarity with APIs and custom code discussions., Excellent communication skills for engaging with stakeholders at all levels., Experience supporting critical processes for enterprise customers..

Key responsibilities:

Manage the end-to-end onboarding process for new clients.

Develop and deliver training materials and sessions for customers.

Collaborate with Customer Success and Sales teams to enhance customer value.

Provide support during critical customer events and manage escalations.

Job description

HONK is a fast growing technology company disrupting the roadside assistance space. We are a group of out of the box thinkers and doers, driven by an immense passion to challenge the old ways by working together to bring innovative changes that impact the lives of others. We work in a creative environment where everyday is rewarding knowing we’re assisting people in their true moment of need, stuck on the side of roads, helping them get back to conquering their day.

As a Technical Account Manager, you’ll leverage your product and technical expertise to help our most strategic customers maximize their value from HONK’s products and services. Partnering closely with our Customer Success, Sales, and Operations teams, you’ll help clients feel confident with their HONK implementations and build scalable solutions. This is a unique opportunity to serve as an early member of the TAM team, shaping our client support model as we grow the team and define our playbook.

Key Responsibilities

Lead and manage the end-to-end customer onboarding process to ensure a seamless transition for new clients. This includes coordinating with internal teams, providing initial training and documentation, and setting clear expectations for ongoing support.

Develop and deliver training materials and sessions to help customers effectively utilize HONK's platform and services. This includes creating documentation, FAQs, and conducting live training sessions, both in-person and virtually.

Partner with our Customer Success and Sales teams to identify opportunities to increase HONK’s value to strategic customers and create a world-class customer experience

Build working knowledge of customers’ complex workflows and ecosystems to design proactive/tailored solutions

Host regular sessions with customer contacts to provide hands-on support for HONK challenges

Review support cases to identify trends and present holistic solutions

Complete in-depth reviews of customers’ implementations to offer insights and strategic recommendations for future improvements

Provide at-the-ready support for customers’ critical events, such as major releases or seasonal launches

Manage escalations with the Engineering team, serving as the customer’s advocate and liaison

Identify and share our most valuable use cases and user stories with our Engineering and Product teams to inform the product roadmap

What You'll Bring

You have 5+ years of experience in a support, technical account management, or consulting role in a SaaS environment, ideally in the automotive industry or roadside assistance space

You have a keen technical mind and are comfortable discussing how customers can leverage APIs or custom code

You demonstrate excellent communication skills, and are equally comfortable presenting to individual contributor stakeholders and Director+ level decision makers

You are passionate about creating unique solutions to complex business problems

You have a history of managing multiple assignments simultaneously, and can work independently to drive projects to completion with a high level of attention to detail

You have experience supporting critical processes for major Enterprise customers

You have a proactive, empathetic, and consultative partnership style

At HONK, we're a community of diverse and passionate individuals who believe in the power of remote work and the strength of inclusivity. As a remote-first company, we embrace the boundless possibilities of collaboration and flexibility, allowing our team members to thrive from anywhere in the US.

HONK is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions at HONK are based on merit, qualifications, and business needs without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic as outlined by law.

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