Associate Technical Account Advisor

About Us

Seismic is the Go-To-Market Performance company, driving how organizations turn their strategy into revenue. Seismic brings together signals from customer conversations, buyer engagement, governed content, coaching and seller behavior to turn intelligence into winning action. Through its AI revenue execution platform, the company equips customer-facing teams with the insights, governance, and contextual guidance they need to execute with confidence and deliver measurable business outcomes. Trusted by 2,500 organizations and over 3.5 million users around the globe, Seismic is headquartered in San Diego with offices across North America, Europe and Asia-Pacific. Learn more at seismic.com.

Seismic is committed to building an inclusive workplace that ignites growth for our employees and creates a culture of belonging that allows all employees to be seen and valued for who they are. Learn more about DEI at Seismic here.

Overview

As our Associate Technical Account Advisor (ATAA), you will be an integral member of our dedicated Platinum Services support pods, working collaboratively with other ATAAs and Technical Account Managers to deliver exceptional service to Seismic's most strategic clients. Operating within our pod-based model, you'll help maintain the health and success of Platinum accounts by taking ownership of support cases, contributing to proactive monitoring initiatives, and ensuring our clients receive the premium technical support experience they expect from our Platinum Services program. 

A successful ATAA combines strong technical problem-solving skills with exceptional relationship management abilities, enabling effective communication at all levels of client organizations while working seamlessly within our collaborative pod structure to deliver consistent, high-quality service. 

Who you are:

Education & Experience: 

• 3-4 years of experience in technical customer support, IT help desk, sales operations, or customer-facing technical roles 

• Experience working in collaborative team environments with shared accountability for client outcomes 

Technical Skills: 

• Strong technical troubleshooting and problem-solving capabilities 

• Ability to gather and analyze data for issue replication and problem determination 

• Proficiency with Microsoft Office Suite, particularly Excel for data analysis and PowerPoint for client presentations 

• Understanding of enterprise software environments and integration challenges 

Communication & Relationship Skills: 

• Self-starter with excellent time management and prioritization skills 

• Demonstrated ability to communicate complex technical concepts to non-technical stakeholders 

• Excellent written and oral communication skills with proven ability to build relationships with customers at all organizational levels 

• Strong collaborative skills with ability to work effectively in a pod-based team structure 

Core Competencies: 

• Critical thinking and analytical problem-solving expertise 

• Ability to effectively prioritize and escalate customer issues based on business impact 

• Adaptability to rapidly changing environments and client needs 

• Strong attention to detail and commitment to quality service delivery 

Additional wins: 

• Experience with Seismic’s software platform 

• In-depth knowledge of CRM systems, particularly Salesforce  

• Intermediate proficiency with SQL, SOQL, and database query optimization 

• Experience with API integrations and third-party system connectivity 

• Experience working with Financial Services clients or other highly regulated industries 

• Background in sales enablement, content management, or revenue operations platforms 

• Experience with monitoring and analytics tools for proactive system health management 

• Experience with tools such as ServiceNow and Zendesk 

Note: This role requires flexibility in work hours to accommodate global client needs, including potential evening and weekend support.  

The Associate TAA role offers clear growth opportunities within the Services organization, with defined career progression paths toward Technical Account Manager and pod leadership opportunities

What you'll be doing:

Support Case Management: 

• Take ownership of customer-reported issues within your assigned pod's client portfolio, seeing cases through to complete resolution while maintaining SLA commitments  

• Research, resolve, and respond to customer issues in accordance with established Platinum Services standards, policies, and procedures 

• Collaborate effectively with pod team members to leverage collective expertise and ensure seamless client experience 

• Provide clear, consistent, and personable communication with clients throughout the resolution process 

Pod Collaboration & Knowledge Sharing: 

• Work collaboratively within your assigned pod to manage client relationships and technical initiatives 

• Share knowledge and best practices with pod members to ensure consistent service delivery across all pod clients 

• Support pod lead initiatives and contribute to pod-wide client success metrics 

• Cross-train on pod clients to provide coverage and ensure uninterrupted service during team member absences 

Proactive Account Health Management: 

• Assist with regular proactive monitoring testing and analysis of customer environments using Heartbeat and Pulse monitoring solutions 

• Contribute to quarterly and annual client health assessments and reporting 

Technical Support & Documentation: 

• Follow standard escalation procedures for complex issues requiring specialized expertise 

• Document solutions and contribute to client-specific technical documentation and best practices guides 

• Support Technical Account Managers with specialized client deliverables as needed 

Client Relationship Support: 

• Participate in client calls and meetings as appropriate to provide technical expertise 

• Support delivery of Platinum Services program benefits including customized release guidance and platform optimization recommendations 

• Contribute to client success metrics tracking and reporting 

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Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.   

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