Technical Accounts Managers are assigned to represent high profile/strategic accounts and act as their advocate to insure the timely resolution of open issues, escalate feature and functionality request, and to monitor overall customer satisfaction with the company's products and services. S/he works closely with Operations, Service and Sales Management teams to develop plans and strategies necessary to achieve optimum post sales customer satisfaction.
A second and equally important role for the Technical Account Managers is that of supporting service partners. TAMs are the logical solution for bridging language barriers as well as supporting new international sales territories. International Technical Account Managers will be hired in strategic locations to monitor/assist Service Partners and to promote Customer satisfaction. The use of Service Technical Account Managers represents a more durable solution to the customer advocacy issue and will scale for the next 18 to 24 months. As hiring progresses Technical Account Managers will be woven into the support fabric.
This position requires extensive travel (averaging 50%), the ability to independently set priorities, and to achieve assigned goals without direct supervision.
Qualifications:
Being a TAM requires a high level of technical expertise, project and relationship management skills. Technical Account Managers must possess sufficient product knowledge to understand and communicate customer problems accurately. Technical account manager selection is based upon customer presence, account management, and negotiating skills
Guideline for assigning Technical Account Managers:
Customers that purchase multiple systems
Customers that have systems installed in two or more locations
Customers that purchase and operate systems on behalf of other clients
Sales and Service partners
Service advocate for high profile/strategic accounts
Technical Account Managers responsibilities:
Customer advocate to key customer accounts
Monitor serious and critical calls at assigned accounts
Create and present monthly service activity and system availability reports for strategic accounts
Qualify and document service credit requests
Escalate feature and enhancement requests
Assure overall customer satisfaction with product and support
Present service offerings to new accounts
Act as help desk eyes and ears in international locations
Service liaison to International Service Partners
Represent the company's Customer Service as new International territories are developed
Work with Sales and Service teams to resolve Customer relation issues
When appropriate perform critical on-site service
Experience: Minimum requirements:
.3+ years experience as a Technical Account Manager or Systems Engineer with extensive experience in dealing with complex technical, operational and business issues.
.Excellent written, verbal and interpersonal communication skills
.Ability to work effectively in both a team environment and independently with out supervision.
.Ability to form and lead teams to solve technical problems and to persuade and influence decisions in a political environment.
.Extensive knowledge of system, network design, and is proficient in an industry standard programming languages
.Familiarity with programming concepts.
.In-depth knowledge of database design and supporting applications
.Project management experience
.B.S. degree or equivalent in business or technical
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