CLIENT SUMMARY
Our client is a Business Experience software vendor who acquires all experience data, allowing clients to manage the four core experiences of business like customer, product, employee and brand experiences and predict market adoption and usage, all on a single platform
RESPONSIBILITIES
Technical Account Managers (TAMs) are highly experienced platform experts who work together to provide white-glove support to some of our largest customers. In this role, you will help in executing technical revisions to meet the technical needs of clients in your Customer Unit, and to ensure optimal utilization and impact of programs. TAMs work in a post-sales capacity that directly contributes to the long-term success of our customers’ programs.
As a Technical Account Manager, you should both be a tech-savvy professional who is able to explain technical information to a non-technical audience and someone who excels at nurturing client relationships.
Partner with Customer Success Managers and work cross-functionally within the company to prioritize and advocate for software feature enhancements on their behalf
Collaborate within Customer Units and leadership teams on high-level client relationships and technology solutions
Become an expert at the company for our most strategic platform capabilities and understanding the customers’ platform needs
Help customers optimize their use of the platform and increase adoption of technical capabilities where possible
Build systems to facilitate program objectives and system effectiveness and measure reliability of services
Assist clients with executing regular maintenance activities (e.g., handling outages, assisting with root cause analysis, troubleshooting technical questions and issues)
Design and document functional and technical requirements and help scope projects by understanding timelines and associated levels of effort
Seamlessly integrate new product features into existing programs
Proactively identify implementation process improvements, determine root causes and overcome roadblocks.
Drive adoption and expansion of key platform features by demoing and developing proof of concepts/pilots for key platform features while leveraging best practice
Execute build and configuration services that align to client objectives and strategic goals
REQUIREMENTS
Bachelor’s degree from a competitive university
2-5 years experience working in a technical, consulting, or client-facing role
Hard-working self-starter capable of concurrently running multiple projects in a dynamic environment
Comfort in working both autonomously and collaboratively
Ability to articulate technical concepts to a non-technical audience
Detail-oriented with an ability to prioritize and meet deadlines
Familiarity with software and front-end development
Excellent verbal and written communication skills
Strong problem-solving skills