Technical Account Manager
We are seeking an experienced Technical Account Manager to join our team.
1. About the Role:
2. This role will be responsible for managing and nurturing relationships with key clients, ensuring they receive the highest level of support and service. The successful candidate will act as a trusted advisor, helping clients to optimize their use of our products and achieve their strategic objectives.
3. Main Responsibilities:
4.
o Act as a primary point of contact for assigned accounts and lead cross-functional teams to most effectively address critical product issues at customer sites.
o Develops and executes action plans to resolve critical product issues impacting the customer or the business relationship.
o Develop strong partnerships with the customer's business and operational leaders to drive focus on product value realization.
o Advocate for customers during onboarding efforts and assist with coordination and execution of operational tasks such as training and knowledge transfer.
o Ensure the timely and successful delivery of new solutions according to company objectives.
o Understand the short-term and long-term business objectives of each customer enabling them to achieve those goals and objectives using our products.
o Provide proactive guidance, planning, and recommendations for achieving and maintaining the overall health of a customer's environment.
o Be the internal advocate for the customer to facilitate the resolution of customer issues through coordination of efforts among internal organizations (technical support, incident and escalation management, product development, product management, and executive leadership teams).
o Proactively Analyze tickets and interactions and identify education requirements.
o Deliver QBRs with customers in conjunction with sales to review service levels, product health, usage metrics, and customer environment performance.
o Work with the relevant technical teams to proactively handle customer configurations and recommend customer environment upgrades and add-ons.
5. Qualifications and Requirements:
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o Bachelor's degree in Computer Science, Information Technology, or a related field.
o 4+ years proven experience as a Technical Account Manager or similar role in the IT industry.
o Strong technical background with knowledge of database and systems management, Active Directory, and Office 365 management, Saas Technologies, Cyber security.
o Languages: Fluent Written and Spoken English required.
o Excellent communication and interpersonal skills, with the ability to build and maintain relationships.
o Problem-solving skills and the ability to think strategically.
o Experience with project management and the ability to manage multiple priorities.
o Proficiency in using CRM software and other relevant tools.
o Ability to obtain a strong understanding of the product or solutions value to the customers business.
o Ability to develop a high-level understanding of the product/solutions architecture, components, and configuration.
o Ability to learn to navigate various screens and components of the product/solution.