Technical Account Manager

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.