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Technical Account Manager, SEA

Post Sales (Technical and Support)/Direct Hire

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

JOB ID: 2081

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