Aderant
Senior Technical Account Manager
Aderant, Atlanta, Georgia, United States, 30383
Overview
Aderant is seeking a
Technical Account Manager .
Aderant is a global industry leading software company providing comprehensive business management solutions for law firms and other professional services organizations with a mission to help them run a better business. We are motivated by a collective desire to drive the legal industry to the forefront of innovation. With over 2,500 clients around the world, including 95 of the top AmLaw 100 firms, we are changing the outside perception of the legal sphere; where there was once resistance to modernization, we are creating a culture that embraces new ideas and technology.
At Aderant, the "A" is more than just a letter. It is a representation of how we fulfill our foundational purpose, serving our clients. It embodies our core values and reminds us that to achieve success, every day must start with the "A". We bring the "A" to life by fostering a culture of innovation, collaboration, and personal growth. We encourage our diverse teams to bring their whole selves to work - ideas, experience, and passion - to drive our mission forward. Our people are our strength.
Role Description
The Technical Account Manager plays a pivotal role in ensuring that Aderant's strategic customers receive the highest level of service and support. We are looking for a tech-savvy professional, able to explain technical details and requirements to a non-technical audience and able coordinate and partner internally with our support, professional services, cloud operations and account managers to ensure long term success of our clients.
Qualifications
• Bachelor's degree in computer science or relevant field.• 5+ years' experience working with clients as a Technical Account Manager.• Excellent general technical skills for troubleshooting software issues, networking issues, database issues, web issues, and related.• Good problem-solving abilities and logic skills.• Candidates for this position should be familiar with SQL, experience with relational databases, Windows Operating Systems, and web applications.• Proficient in MS Office• Ability to work collaboratively with internal teams to achieve client success.• Excellent writing, editing, interpersonal and communications skills.• Proficient PC skills used, as required, for testing, troubleshooting, call logging, product configuration.• Basic knowledge of Legal environments, not required, but are a plus.• Salesforce or comparable support ticketing system experience is a plus.• Some travel may be required.
Responsibilities
• Building and maintaining strong, long-term relationships with key customers. Act as the primary point of contact and advocate for the customer within the software company.• Gaining a deep understanding of the customer's business, goals, and challenges. This involves regularly engaging with the customer to align the software solutions with their evolving needs.• Collaborating with the customer to develop a strategic roadmap for the software. This includes identifying opportunities for optimization and growth.• Managing and resolving critical support issues promptly and effectively. The TAM ensures that the customer's concerns are addressed and that their software systems run smoothly.• Acting as a strong advocate for the customer within Aderant, ensuring that their feedback, concerns, and requests are heard and addressed.• Providing regular updates to the customer on software updates, enhancements, and new features that could benefit their operations.• Proactively identifying and addressing potential issues or risks that could impact the customer's use of the software.• Coordinating with technical support teams to ensure that critical issues are resolved in a timely manner and that the customer receives the necessary support.• Arranging and facilitating training sessions and knowledge transfer to ensure that the customer's staff can effectively use and manage the software.
Aderant is seeking a
Technical Account Manager .
Aderant is a global industry leading software company providing comprehensive business management solutions for law firms and other professional services organizations with a mission to help them run a better business. We are motivated by a collective desire to drive the legal industry to the forefront of innovation. With over 2,500 clients around the world, including 95 of the top AmLaw 100 firms, we are changing the outside perception of the legal sphere; where there was once resistance to modernization, we are creating a culture that embraces new ideas and technology.
At Aderant, the "A" is more than just a letter. It is a representation of how we fulfill our foundational purpose, serving our clients. It embodies our core values and reminds us that to achieve success, every day must start with the "A". We bring the "A" to life by fostering a culture of innovation, collaboration, and personal growth. We encourage our diverse teams to bring their whole selves to work - ideas, experience, and passion - to drive our mission forward. Our people are our strength.
Role Description
The Technical Account Manager plays a pivotal role in ensuring that Aderant's strategic customers receive the highest level of service and support. We are looking for a tech-savvy professional, able to explain technical details and requirements to a non-technical audience and able coordinate and partner internally with our support, professional services, cloud operations and account managers to ensure long term success of our clients.
Qualifications
• Bachelor's degree in computer science or relevant field.• 5+ years' experience working with clients as a Technical Account Manager.• Excellent general technical skills for troubleshooting software issues, networking issues, database issues, web issues, and related.• Good problem-solving abilities and logic skills.• Candidates for this position should be familiar with SQL, experience with relational databases, Windows Operating Systems, and web applications.• Proficient in MS Office• Ability to work collaboratively with internal teams to achieve client success.• Excellent writing, editing, interpersonal and communications skills.• Proficient PC skills used, as required, for testing, troubleshooting, call logging, product configuration.• Basic knowledge of Legal environments, not required, but are a plus.• Salesforce or comparable support ticketing system experience is a plus.• Some travel may be required.
Responsibilities
• Building and maintaining strong, long-term relationships with key customers. Act as the primary point of contact and advocate for the customer within the software company.• Gaining a deep understanding of the customer's business, goals, and challenges. This involves regularly engaging with the customer to align the software solutions with their evolving needs.• Collaborating with the customer to develop a strategic roadmap for the software. This includes identifying opportunities for optimization and growth.• Managing and resolving critical support issues promptly and effectively. The TAM ensures that the customer's concerns are addressed and that their software systems run smoothly.• Acting as a strong advocate for the customer within Aderant, ensuring that their feedback, concerns, and requests are heard and addressed.• Providing regular updates to the customer on software updates, enhancements, and new features that could benefit their operations.• Proactively identifying and addressing potential issues or risks that could impact the customer's use of the software.• Coordinating with technical support teams to ensure that critical issues are resolved in a timely manner and that the customer receives the necessary support.• Arranging and facilitating training sessions and knowledge transfer to ensure that the customer's staff can effectively use and manage the software.