Technical Account Manager (Portland, OR)

TECHNICAL ACCOUNT MANAGER (TAM) FOR IoT STARTUP

            Minnow is a venture-funded startup that is building a network of IoT-enabled food delivery and pickup outposts. We’re looking for a customer-oriented Technical Account Manager (TAM) to support our users and ecosystem partners in Portland, Oregon. You must be fearless, outgoing, and personable, as well as able to diagnose and resolve technical problems. You must be a self-starter who is comfortable with ambiguity and who can work in a fast-paced and rapidly changing environment. You must be able to work remotely and independently. In other words, you must be pretty great. We’re an experienced team of co-founders led by a serial entrepreneur with a successful track record of building venture-funded technology companies. This is a full-time, salaried position with equity that will report directly to the CEO. We will only consider candidates who currently live and work in Portland.

Your Role

Your role will be to own all user and partner relationships for the Minnow ecosystem in Portland. You’ll be our brand ambassador and the person most directly responsible for ensuring our customers and partners derive the full benefits of our platform.

Your Responsibilities

Your primary responsibility will be to support everyone who touches our platform—from our users (the people who buy food on our platform), to our restaurant partners (the people who make and deliver the food), to our location partners (who manage the buildings where our food delivery and pickup outposts are located).

But that’s not all. You’ll also:

  • install, configure, and maintain our IoT food delivery and pickup outposts;
  • assist restaurant partners with menu creation, work with our approved food photographers to ensure high quality food images, and create and update menu SMS images and menu data in our backend system;
  • create an onboarding process and onboard new restaurant partners to ensure they understand how our system works and how to deliver to our outposts;
  • provide real-time chat, email, phone, and on-site support to users, restaurant partners, and location partners;
  • document and report each customer support or system performance issue, and recommend solutions to prevent the issue from recurring in the future;
  • collect, organize, and communicate customer and restaurant partner feedback (product feedback as well as operational feedback);
  • define, document, and maintain all operational and account management processes, user experiences, and workflows;
  • ensure that insurance coverage is maintained and that our location partners have up-to-date certificates of insurance (COIs) for their outposts;
  • support sales and business development initiatives.

Your Qualifications

You are the perfect candidate for this role if:

  • you have at least three years’ experience in a technical sales support, technical account management, or technical customer support role;
  • you are strongly customer service-oriented, possess excellent communication skills, and know the difference between “there” and “they’re” and “their”;
  • you are familiar with modern software development techniques and have at least basic programming skills;
  • you have a bachelor’s degree or higher in computer science, engineering, project management or a related discipline; and
  • you currently live in, and are authorized to legally work in, Portland, Oregon.

Interested?

If this sounds like the opportunity you've been looking for, we'd love to hear from you. Please email a resume and cover note to Steven Sperry at steven@minnow.me.

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