The Technical Account Manager builds, develops, and maintains one-on-one relationships with our strategic customers. The role includes being the technical advisory lead for enterprise customers, establishing business and operational understanding of their environment.
The overarching goal is to ensure that you understand your customers’ technical and business strategies, requirements and priorities and are in a position to anticipate and avoid issues; identify and mitigate risk; experience full realization of the product suite.
Employer Profile
Global software development company, well known in the digital area.
Responsibilities
Lead outstanding support engagement as the technical executive point of contact throughout the Customer’s solution lifecycle. Guide and support customer’s strategy with internal Solutions via service delivery plans with clear outcomes.
Assess strategic Customer technical risks and opportunities, and coordinate extended internal team to build and drive “get well” plans.
Drive clear communication across Customer operational areas. Maintain regular and appropriate governance with both internal and external executive teams. Drive alignment, facilitating and reporting on overall engagement status and outcomes.
Advocate for Customer across internal teams. Optimize client’s product investment. Drive innovation, roadmap influence, standard methodologies, and process improvement back into the ecosystem.
Responsible for the global engagement model, and review cycle across multiple BU’s and/or brands.
Coordinate well-rounded delivery cadence across all technical partners and achieve business objectives across multi-solution, multi-discipline engagements.
Work hands on with internal Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, and the Consulting practice and third-party partners in support of customer’s technical success.
Lead a matrixed services team that may involve multiple project teams from the group, client, or partner organizations. Develop effective working relationships with Customer partners.
Make recommendations on how new and existing features fit within customers’ environments, supplying standard methodologies and recommendations.
Lead project-based, consultant-led architectural and design discussions to ensure solutions are optimized.
Mentor immediate team members as needed.
Requirements
Bachelor’s Degree in related subject area of the technical industry. Equivalent experience will be considered.
3 to 7 years experience in a senior capacity in consultative, customer support, customer success and/or related role in marketing technology.
Strong executive presence. Ability to collaborate multiple teams throughout internal and client-side VPs, including CMOs and CXOs.
Strong presentation skills, including confident presence over the phone and via conference tools. Leading meetings, workshops, and reviews in front of audiences both small and large.
Strong conflict-resolution skills to drive closure to customer concerns and open technical requests. Strong organization ability to prioritize work against client goals.
Outstanding customer-facing skills that enable you to represent the company best within a customer’s environment. Driving discussions with multiple teams from developers and analysts to management and senior leadership.
Capable of driving awareness and resolution across a broad set of issues with the Customer: technical, architecture, business process, and partnerships.
Ability to think strategically about business, product, and technical challenges to help our customers realize the software investment, efficiencies, advantages, and innovations.
Awareness of development methodologies and technologies and understanding of and experience with marketing software and domain principles.
Ability to lead, fast paced, high-priority tasks, use cases, and work streams across multiple products.
Excellent problem-solving skills, with a demonstrable ability to identify issues, solve them quickly and thoroughly, coordinating peers and internal resources where required.
Nice to have (any of the following may represent a plus, but are not requirements):
Experience of a wide range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration, administration and client/server operations;
Understanding of performance tuning and optimization. Understanding or experience in debugging coding languages. API-level knowledge of third-party applications is a plus.
Availability to travel (around 2 short travels per quarter)
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