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