Tourmo

    About Us

    Tourmo is an AI mobility company that enables large enterprises to manage our clients’ remote workforce and assets more effectively.

    Our AI-powered solutions provide automation, self-managed programs with little to no human intervention and operationalizing insights to make better business decisions, reduce costs, improve safety, compliance, and more efficiently run its operations.

    We are an exciting multi-cultural team headquartered in beautiful San Diego. We truly use AI on everything we do, don’t have any direct competitors, and have a vast global market opportunity (large TAM, SAM, and SOM).

    We are a young and energetic company, moving very fast and it is a great time to join us, just before we substantially scale up the sales and marketing teams.

    About the job

    As an Account Manager, you are always comfortable and excited to support both Business & IT Teams that work with some of the largest enterprises in the world. As our motivated, results-driven CSM, you will engage and cultivate meaningful relationships and launch strategic initiatives to expand new and/or existing programs. You will manage escalated/trending issues with our Development Team and work hand-in-hand to ensure a single unified message is delivered to the client.

    You are a strong believer in "teaching a person to fish", "repetition is the father of learning" and “perseverance is the mother of skill". You believe data-driven decision-making is integral to any success and can “tell a story”, while presenting analytics.

    Performance:

    • Provide the internal ‘Voice of the Client’ and surface insights from Support Cases & Weekly Client Calls, to influence cross functional decisions that may impact Program(s)
    • Provide personal Subject Matter Expertise in our solution and service offerings, through live training, presentations, and documentation
    • Deliver consultative support to existing clients through the creation of unique demos, presentations, workflow analysis, etc.
    • You will demonstrate the ability to set correct client expectations for future features, enhancements, and releases
    • Identify expansion opportunities by recording key client use cases, building out Statements of Work (SOWs) and Work Breakdown Structure (WBS)
    • Has love for chasing excellence and adopting new technologies & practices to enhance the overall Customer Experience

    Employee Value Proposition (Why Tourmo?)

    • We are moving very fast and it is a great time to join Tourmaline Labs just before we scale up the team.
    • You are valued and significant! You will be crucial in ensuring client satisfaction and driving new revenue opportunities for TL.
    • Very broad global market, multi-verticals, where any large company is a potential client.
    • We are an exciting multi-cultural team based in beautiful San Diego with strong values such as “together we go deep and far”.
    • We truly use AI on everything we do. We are shaping the future of mobility and sell an open and highly configurable platform and innovative solutions.
    • There is a greater purpose in what we do – we make distributed workforce more productive, fulfilled, and significantly safer, reducing fatalities, injuries, and CO2 emissions

    Specific Requirements & Experiences Include:

    • Proactively identify, manage, and develop multi-level relationships with key clients to support the overall program
    • Build meaningful relationships with decision-makers and influencers to ensure retention, expansion, and overall relationship stability
    • Ability to host and facilitate weekly touch points with Key Clients, provide significant updates & release notes
    • Curiosity for spotting patterns/trends in data models using SQL & other data analytic programs
    • Eagerness to investigate trending issues and ability to collaborate with internal teams to ensure resolution
    • Ability to take feedback or failure as motivation to learn and grow
    • Ability to operate at a high level in a fast-paced environment
    • Ability to create & coordinate Quarterly Business Review presentations successfully
    • Manage internal and external expectations to ensure that client deliverables are of high quality and delivered on time
    • Work closely with Leadership, Sales, Product, and Development to resolve issues and develop new features/enhancements and/or solutions
    • Drive a culture of positive continuous improvement by establishing and maintaining integrity, honesty, and creativity in new ideas and solutions
    • Committed to providing operational excellence through data-driven business decisions to help clients resolve issues and/or expand their footprint
    • Demonstrate the ability to lead and take accountability to ensure client satisfaction
    • Quality Assurance support and validation of technical bugs and new features
    • Fluent in Spanish, is essential

    What you’ll need to bring to the table:

    • 2-4 Years of Account Management and/or Project Management Experience in a SAAS environment
    • Well-spoken, superb attention to detail, articulate, and capable of business and technical writing & presentations
    • Understanding a common business structure
    • Understanding of sprint/agile methodology
    • Curiosity in understanding complex problems through workflow and data-driven analysis
    • Ability to work with cross-functional teams, in creating Business Intelligence Reports to support the Customer Success department
    • Excellent Customer Service Skills & experience in applying technical principles, practice, and techniques for managing activities involved in resolving customer issues
    • Ability to conceptually understand technical offerings & solutions
    • Ability to multi-task in a very fast-paced environment
    • Self-motivated and able to be proactive and work independently, while moving the needle to the right
    • Excellent Excel, PowerPoint, and Word skills; Ability to Present & Tell A Story
    • 1-2 Years of SQL Experience (Proficient) a plus

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