Duration: Full time position
Work location: (100% remote)
Full job description:
Looking for a proactive Technical Account Manager who is a self-driven and ambitious individual with experience working with sophisticated name-brand enterprise technology companies.
The Technical Account Manager (TAM) will be our client's primary deployment expert on the account team. This is an exciting and highly visible role where you have an influence on processes and products! You will be responsible for building and maintaining relationships with large and complex clients.
The Technical Account Manager will work very closely with Customer Success, Sales, Product Management, Engineering, and our clients' Executive Branch to bring visibility to our client's needs to the forefront. The TAM is charged with understanding the WHAT and the WHY of a customer's needs. As a TAM you have ownership of defining the HOW, and delivering customer success by driving that HOW into a successful product configuration that achieves the customer's business success criteria.
As a TAM, you own, document, lead, train, and directly configure client solution to achieve the customer's success criteria, aligned to our client's best practice standards.
TAMs directly configure, as well as serve as the trusted advisor and empower customers to be proficient with our client's product. The TAM is empowered to do whatever is needed for the customer to achieve success. If a TAM is not satisfied with success for a customer, they champion loudly and push and the customer to deliver success.
TAM is a critical technical member of our clients' account team and must work closely with the Sales Account Owner (SAM/AE) and Customer Success Manager.
Looking for someone to have a skill set in:
-Enterprise Account Ownership
-Customer soft skills
-Project tracking with defined actions/owners/timelines
-Application Performance Concepts & Metrics
-Web Apps (Web Page construction, key contributors to load, timing, etc..)
This position will require solid fundamentals in Apps Performance and is a unique opportunity to build your exposure and knowledge in this field along with expanding Service and Account Management skills at the top tier level within the organization.
-Manage portfolios of top tier clients
-Manage solution deployments into complex environments
-Project tracking & management of customer deployments
-Deep-dive & report on your customer's deployment to reveal successes/value/challenges/recommended improvements
-Take ownership of escalated technical issues and own them to completion
-Provide product feedback and suggestions for improvement from our top clients, be their advocate to help prioritize Product Management and Development efforts
-Act as a point of technical escalation and coordination for issues and projects involving the solution
-Raise product defects and influence product roadmap
-Communicate the value of new client product features a provide roadmap updates
-Monitoring Point Configuration
-Configuration & Scripting
-API & Scripting
-Perform scheduled and ongoing technical training, demonstration, and coaching of all value areas of the SaaS offering
-Create knowledge articles and reusable presentation materials for all of Customer Care
Knowledge, skills & abilities:
-Account Management with good customer soft skills
-Excellent written and verbal communication skills with a passion for sharing new ideas in a dynamic environment.
-Must be comfortable communicating and discussing technical concepts with customers and peers.
-Excellent analytical and troubleshooting skills
-Knowledge of and interest in web and network architecture
-Relevant exp of networks, web apps, and performance concepts
-Customer presentation delivery
-Minimum 2 yrs' experience in a Technical Account Management, Account Management, Product Management, or similar role.
-Minimum 3 yrs' exp in a Support, Administration, or Operations role relating to Network and Application Performance
-Demonstrable increase in responsibility in your previous role(s)
-Experience in solution delivery and training of customers
Applicable degree or diploma an asset.
Keywords:Account ManagementTechnical SupportCustomer Relations
Employment TypeContractNumber of Hires1 - 10Visa SponsorshipNo
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