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Epic Games France
39 Rue du jeu des Enfants
67000 Strasbourg
France

Date : 06.06.2019
Ad posted a first time on 31.05.2019
Reference : AFJV-ESUP431-15951

Epic Games France

For over 25 years, Epic Games has been making award-winning games and game engine technology that empowers others to make visually stunning games and 3D content that brings environments to life like never before. Epic’s award-winning Unreal Engine technology not only provides game developers the ability to build high-fidelity, interactive experiences for PC, console, mobile, and VR, it is also a tool being embraced by content creators across a variety of industries such as media and entertainment, automotive, and architectural design. As we continue to build our Engine technology and develop remarkable games, we strive to build teams of world-class talent.

Support Account Manager


Permanent contract Strasbourg (67)

Position Duties

Epic Game is searching for a Support Account Manager for its Architectural visualization software Twinmotion.

The ideal candidate for the role of Support Account Manager should be passionate about building relationships, providing excellent support for external and internal customers, and developing efficient processes. In this position, you will serve as a liaison between Support, Sales, and Engineering, ensuring we're all working effectively together to meet the needs of users. While you may not have the technical knowledge to personally resolve complex issues reported to Support, you know enough to synthesize key information, appropriately triage, and facilitate technical conversations.

Responsibilities
  • Gain familiarity with top customer accounts, building relationships with them and understanding their business needs. Synthesize these needs and communicate to Engineering and other stakeholders.
  • Respond to Support issues and assist with triage as needed, particularly for common or less technical issues.
  • Effectively identify common issues or questions and facilitate Knowledge Base articles creation, either independently or in conjunction with stakeholders.
  • Serve as a point of contact for escalating issues, both internally and externally, driving collaboration and communication to resolve them.
  • Facilitate interactions between customers and Engineering, which may include written responses, in-person visits, or calls.
  • Proactively identify opportunities for process improvements, gain buy-in, and drive implementation of changes.
  • Develop analytics as needed to identify potential improvements and represent customer needs.
  • Communicate effectively at all levels of the organization, keeping stakeholders informed and effectively delivering high-touch support.
  • Collaborate well with team leads and grow cross-functional relationships to ensure alignment across teams
  • Foster and maintain partner relationships, when needed, to achieve short and long-term business goals

Candidate Profile

With a technical background (Architect, BIM manager, Computer Graphic Designer), you master the terminology related to architecture, real-time rendering, 3D graphics.
You master one or more 3D editing software (3ds Max, SketchUp...), game engine, Revit, ARCHICAD... Knowledge of Jira is a plus.

  • Experience working in fast-paced SaaS companies
  • 3-5 years experience in a customer-facing role, providing direct support and/or account management to technical users
  • Demonstrated ability to exhibit amazing problem-solving skills daily, viewing each new problem as an opportunity for success
  • Track record of approaching challenges creatively and methodically, seeing them through to final resolution
  • Proponent of open communication, because of every voice matters.
  • Ability to communicate with varying levels of stakeholders and build relationships effectively
  • You are comfortable in both English and French

Additional Information

This is going to be Epic !

Provide

Resume, motivation letter, references, web site (if relevant)
To: Laurent VIDAL
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