Job Description

Account Manager - Technical

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Aspira | Account Management

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About Aspira

At Aspira, we collaborate with a diverse group of client partners, including state and provincial agencies across North America. As North America's leading outdoor recreation software provider, we are more than just a vendor--we are a trusted partner and an extension of our client partners' teams. We share their mission of providing exceptional recreational experiences to visitors while preserving and protecting some of North America's most treasured natural and cultural resources.



Our consultative approach, combined with modern technology, distinguishes us from the rest. We deliver tools that enhance the visitor experience, optimize revenue streams, and simplify the work of client partner staff. Many park visitors have been creating memories for generations, relying on the high-quality experiences provided by our client partners--and by extension, Aspira. Our work not only reflects on us but also on the agencies we serve.




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The Ideal Candidate

As an Account Manager you will play a critical role in ensuring the successful implementation, optimization, and smooth operation of Aspira's products and services. Reporting to the Senior Account Manager and working closely with the Relationship Manager, you will serve as a trusted advisor, offering proactive support, technical expertise, and troubleshooting to align client needs with company solutions. By resolving technical issues, minimizing downtime, and ensuring optimal system performance through timely, expert guidance, the Account Manager enhances customer satisfaction and builds long-lasting relationships.

Key Responsibilities

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Collaborate with Senior Account Manager and Relationship Manager to provide expert troubleshooting and resolve complex technical issues, ensuring that client partners receive exceptional service and support, while driving overall satisfaction with products and services

Oversee and manage high-quality ticket and incident resolutions, ensuring that all support requests are addressed promptly and efficiently. Provide assistance in troubleshooting software, workflows, and delivery challenges, ensuring minimal disruption to client partners' operations

Work with cross-functional teams to address client partner inquiries and provide clear, detailed guidance on product functionality and usage. Ensure that all client queries are resolved with the utmost professionalism and technical expertise

Support the implementation of technical enhancements, User Acceptance Testing (UAT), and system configurations, collaborating closely with clients to ensure that their needs are met. This helps drive improvements in client partner satisfaction, loyalty, and long-term success

Contribute to project success by actively monitoring progress, identifying and mitigating risks, and ensuring the timely delivery of solutions. Maintain a strong understanding of industry standards and departmental metrics, ensuring that all deliverables meet or exceed expectations and support overall business objectives

Qualifications

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Strong problem-solving skills with a focus on uncovering root causes

Efficiently manages priorities both independently and in team environments

Demonstrates sound decision-making while balancing multiple priorities

Exercises independent judgment and adheres to deadlines and schedules

Strong communication skills, both written and verbal, with the ability to build rapport with clients and stakeholders

Strong listening skills and the ability to tailor solutions to client requirements

Technically minded, continually learning new technologies to support client partner needs

Ability to adapt to changing client needs and business environments, demonstrating flexibility and resilience in problem-solving.

Desired Education and Experience

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Bachelor's degree or equivalent within Information Technology, Computer Science, or related discipline

4 - 6 years' experience within a SaaS environment Technical Account Manager position managing or supporting software configurations, UAT Testing, and translation of client requirements

2 - 4 years' Technical Account Manager experience generating client workflows and alignment within cross-functional departments for a positive client experience

2 - 4 years' experience deploying, configuring, and troubleshooting software or networking equipment

Track record of demonstrating communication skills and business orientation that builds trusting relationships with clients

Desired Hardware and Software Competency

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Knowledge of modern computer systems including basic networking and hardware troubleshooting Excellent knowledge of Microsoft Office Applications * Ability to write SQL statements preferred