Technical Account Manager Job Description Template
Our company is looking for a Technical Account Manager to join our team.
Responsibilities:
- Being responsible for all externally reported numbers including the coordination of the Annual Report;
- Writing reports on Excel;
- Handling technical escalations;
- A high level of client contact;
- Regular service reviews;
- Leading and guiding customer through complex environment changes;
- Build a comprehensive technical knowledge of the customers’ platforms and use that knowledge to help them get the most out of our products;
- Delivery of pro-active and preventative services;
- Onsite and production support;
- Maintain internal knowledge bases detailing internal processes, partner profiles, and competitive intelligence;
- Customer status calls and reporting;
- Regular knowledge transfer sessions;
- Craft and execute strategies to drive our customers’ adoption and use of Privitar;
- Manage both technical and business stakeholders (both internal and external);
- Collaborate with Zendesk Sales and CX teams during the customer lifecycle and in delivering joint customer engagements.
Requirements:
- Very strong written and verbal communication skills in English a must, another EU language would be beneficial;
- 10+ year technical background experience in managing complex customer environments;
- Familiarity with version control systems like GIT or SVN;
- Strong communication, presentation, and client interaction skills;
- BA/BS degree in Computer Science or a related technical subject or equivalent practical experience;
- A minimum of 5 years of experience in an Enterprise environment with a strong understanding of how various systems interact with each other;
- An undergraduate degree from a Russell Group University;
- Strong technical aptitude and the ability to present complex concepts simply in writing and verbally;
- Good to have exposure to Atlassian tool stack like JIRA/ Confluence;
- Validated presentation skills, and experience organising and running high-profile customer calls and meetings;
- Capable and skilled at identification and resolution of customer services inquiries in a responsive manner;
- Excellent problem solving, analytical and troubleshooting skills;
- Excellent organizational skills and ability to juggle concurrent projects, work under pressure, and meet deadlines;
- External enterprise customer-facing experience as a technical lead, with strong oral and written communication skills; Consulting experience preferred;
- Knowledge of and experience with measuring and improving customer satisfaction and loyalty.