Technical Account Manager

Job Title: Technical Account Manager - Entry Level to Sr Roles.

Job Description: We are hiring 5-6 Technical Account Managers (TAMs) for one of our strategic partners. You will be responsible for building and maintaining post-sales relationships with our largest and most complex customers. You will be a trusted advisor to ensure successful implementations, help customers achieve targeted business benefits from their investment, and foster positive references and continued adoption of our software. Your technical abilities will be critical in identifying solutions, troubleshooting issues, and answering technical questions as they arise. TAMs are the customer's primary liaison and are accountable for identifying and addressing business and technical issues.

The Ideal Candidate: Very curious about technology, consummate learner, techie at heart, service mindset, willing to get hands on with customers to solve problems. Some Java or Python a plus. Ideally understands cloud and on prem data center a plus.

This role requires coordination across multiple departments to manage the case resolution process effectively and handle escalations. The TAM will develop and maintain a working knowledge of the technical architecture and business requirements of assigned customers. By maintaining a long-term relationship, a TAM gains insight into each customer's business goals and technical requirements to identify growth and expansion opportunities.
This position requires a strong technical background, excellent client and project management skills, and the ability to understand technical workflows. Successful candidates must be action-oriented and able to communicate clearly and effectively with both technical and business audiences at multiple levels.

Essential Duties and Responsibilities:

1. Build and grow relationships with both technical staff and senior management from the customer team.
2. Partner closely with product management to ensure customer requirements are logged, prioritized, and aligned with the product roadmap.
3. Conduct Customer Health Checks to align customers with standards and best practices.
4. Contribute to the knowledge base by documenting lessons learned and unique issues.
5. Facilitate Use Case Workshops to map solutions to critical business processes and identify additional opportunities for value creation.
6. Ensure all cases for accounts are actively managed toward resolution and escalate issues as needed.
7. Identify potential areas of risk and create plans to reduce contraction and churn.
8. Travel may be required up to 10% of the time.

Customer Relationship Management:

1. Manage all post-sales activities through relationship-building, product knowledge, planning, and execution.
2. Maximize the value of the customer's investment in products and services.
3. Serve as a single point of contact for support requirements in the customer environment.
4. Ensure effective ownership, communication, coordination, and facilitation of support service activities.
5. Increase customer retention through regular check-ins, Health Checks, Use Case Workshops, and Business Reviews.
6. Maintain deep product knowledge to discuss features and functionality relevant to specific business needs.
7. Direct the delivery of customer technical services to ensure satisfaction and trust.
8. Track accounts to identify and mitigate churn risk proactively.

Project Management:

• Coordinate cross-functional project teams, including consultants, product management, engineers, and support staff.
• Develop and manage strategic development plans for customers, identifying opportunities for growth.
• Escalate issues as necessary for action planning, resolution, or other options.
• Manage resources effectively to resolve problems by directing internal technical teams.

Customer Advocacy:

• Serve as the voice of the customer and advocate for their needs internally.
• Provide feedback to improve service delivery and enhance products.
• Work closely with product management and engineering on feature requests, enhancements, and bug tracking.

General Responsibilities:

• Establish and maintain relationships with internal teams, including sales, account management, professional services, and support.
• Maintain current functional and technical knowledge of all product lines.
• Manage competing requests across simultaneous client engagements.
• Provide constructive feedback to product management based on customer requirements.
• Document best practices for developing and deploying solutions.
• Participate in internal projects to scale operations, improve methodology, and enhance implementation quality.

Qualifications:

• Excellent written, verbal, and presentation skills for both technical and management audiences.
• Strong organizational skills to manage competing demands, priorities, and projects.
• Analytical skills to address technical and project management issues.
• 3-5 years of experience in customer-facing roles such as sales, technical consulting, or enterprise support.
• Ability to troubleshoot technical issues and determine appropriate solutions.
• Customer service mindset with business development and relationship management experience.
• Ability to facilitate collaboration across teams both in-person and virtually.
• Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent experience.
• Preferred experience with JavaScript, SAP ABAP, SQL Developer, or similar technologies.
• Certifications such as PMP, ITIL, or Six Sigma are preferred.

Soft Skills:

• Proactive and driven to ensure customer success.
• Strong problem-solving and customer service orientation.
• Flexibility, integrity, and creativity.
• Outstanding communication skills.
• Ability to thrive in fast-paced environments with multiple projects and tight deadlines.
• Capability to explain technical issues to both technical and executive-level audiences.
• Professionalism and confidence to interact with executive-level stakeholders.
• Team player with strong collaboration skills.
• Always advocating for customer success.

This position offers the opportunity to make a significant impact in driving customer success and growth while contributing to the company's long-term success.

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