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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer accounts through technical onboarding, integrations, and renewals while effectively diagnosing and resolving software issues. Proven ability to drive product adoption and retention through strong communication and relationship-building skills.
Highest-signal resume keywords
Customer-Facing Technical Role ExperienceDebugging Software IssuesREST APIs and SQL ProficiencyOwnership of Renewals and UpsellsExperience with VoIP and Telephony Products
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Serve as the deep product expert for accounts, covering configuration, integrations, API, phone/communications, automations, reporting, and data flows
- Own escalated issues end to end: reproduce, diagnose, document, and drive to root cause with Support, Product, and R&D
- Write clear, reproducible defect reports with evidence and push for permanent fixes
- Audit customer setups and fix misconfigurations that drive churn
- Design and implement in-product solutions for complex customer workflows
- Lead technical onboarding, migrations, and integration work for strategic accounts
- Own retention, renewal, and expansion for a defined book of business
- Run renewal and multi-year contract negotiations to signature
- Identify and close upsell and cross-sell opportunities based on usage and business need
- Build relationships with owners and operators and tie the product to their business outcomes
- Forecast the book accurately and manage risk early
- Turn recurring account issues into prioritized, evidenced product feedback
- Partner with Product on roadmap tradeoffs affecting accounts
- Drive gross and net revenue retention, renewal and expansion attainment, escalation resolution, defect quality, customer health, and product adoption
Requirements
What you’ll need- 4+ years in a customer-facing technical role — TAM, Solutions Engineer, Technical CSM, Implementation Consultant, or senior Support with commercial exposure
- Proven ability to debug software issues independently: reading logs, testing APIs, isolating variables, distinguishing product defect from user error
- Comfort with REST APIs, webhooks, integrations, and SQL or equivalent data querying
- Demonstrated ownership of renewals, upsells, or quota — you've carried a number and hit it
- Excellent written communication; escalation docs should stand on their own
- Calm under pressure with angry customers, and willing to say no when the answer is no
- Experience with field service, SMB SaaS, or vertical software
- Background in the trades, or working closely with owner-operator businesses
- Experience with VoIP, telephony, or payments products
- Familiarity with CRM and BI tooling
Benefits
Comp & perks- Employee stock options
- Up to 100% employer-paid Medical, Dental, and Vision coverage options for employees plus generous dependent coverage
- 4% match on 401k contributions
- Sick Leave: 5 days per year
- Vacation Leave: 14 days per year (that grows with tenure!)
- 2 Floating Holidays to use each year
- Continuous learning and opportunities to stretch skills and take on new responsibilities
- Fully stocked kitchen with premium coffee, drinks, and snacks
- Dog-friendly office
- Regular socials, catered lunches, and hosted office happy hours
- Monthly Book Club
- Access to a tenant-exclusive suite with a fitness and yoga studio, social lounge with golf simulator, and quiet spaces to recharge
- Office pool table and mini putting green
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Debugging Software IssuesREST APIsSQLIntegrationsData QueryingDefect ReportingProduct FeedbackTechnical OnboardingAutomationsReporting
Soft Skills
Excellent Written CommunicationCalm Under PressureRelationship BuildingProblem SolvingNegotiation Skills
Tools & Technologies
CRM ToolsBI ToolsVoIP ProductsTelephony ProductsField Service Software
Industry Keywords
SMB SaaSVertical SoftwareOwner-Operator BusinessesEscalation ResolutionCustomer Health