Technical Account Manager

6 days ago

Ely, Cambridgeshire, United Kingdom MW Partner Full time

MW Partners is currently seeking a TechnicalAccount Manager to work for our client who is a global leader inmultimedia and creativity software products.

Responsibilities and duties:

  • Be a central point of contact while ensuringhigh levels of customer satisfaction for your assigned customeraccounts
  • Maintain regular communication withboth the external and internal teams constantly handling customerexpectations.
  • Engage with Director and VPLevelexecutives to translate business needs into technical andoperational plans.
  • Work handson with CustomerSuccess Management Managed Services Engineering TechOps ProductManagement Support and the rest of the Consulting practice toaddress issues questions and requests.
  • Providedetailed reviews of service disruptions metrics detailed prelaunchplanning.
  • Analyze and present impactful dataand insight to leadership.
  • Demonstrateknowledge of your customers environments to assist service teams inbetter serving your customers.
  • Serve as afirst point of critical issues for customer concerns relating totechnical issues and coordinate and drive resolutions with Clientservices sales and product teams.
  • Ensuretimely response and resolution to technical and product outstandingitems.
  • Assess and document customers technicalenvironment to reveal ongoing insight and improvementopportunities.
  • Make recommendations on how newand existing features fit within customers environments supplyingstandard methodologies and guidance.
  • Participate in customerrequested meetings and quarterlybusiness reviews (onsite and remotely).
  • Participate in projectbased consultantled architecturaland design discussions to ensure solutions are optimal for thecustomer(s).
  • Provide proactive status updatesto required parties.
  • Host periodic checkpointand status calls with customer and internal partners.
  • Identify enablement goals and plans.
  • Continually develop both technical and soft skillsindividually and assist in mentoring immediate team members asneeded.

Requirements:

  • Bachelors Degree in related field of the technicalindustry or equivalent experience
  • At leastfive years of fulltime experience in consultative customer supportand/or related role in marketing technology
  • Exceptional CX focus and abilities
  • Demonstrable ability to adapt to new technologies andlearn quickly
  • Proven presentation skillsincluding confidence and comfort over the phone and in front ofaudiences both small and large
  • Professionaldemeanor ability to collaborate with and lead teams with dynamicstrengths throughout Client and presenting with client managersdirectors and VPs including CMOs and CXOs.
  • Excellent sophisticated written and verbal communicationskills
  • Strong conflict resolution andnegotiation skills
  • Tenacious in drivingclosure around blocking issues and open technical issues
  • Strong personal organization skills as well asprioritization and time management skills
  • Ability to manage multiple sophisticated highprioritytasks and situations across multiple accounts
  • Excellent problemsolving skills with a validated abilityto identify issues tackle them quickly and thoroughly using peersand internal resources as applicable
  • Travel toclient locations as (approximately 1520 percent)
  • Familiarity awareness or strong solid understanding ofdevelopment methodologies and technologies in one or more than ofthe following: JavaScript jQuery Java JSP; HTML HTML5 XHTML CSS;REST XML J2EE Application Services Database Technologies LDAPServer Technology OSGI Framework
  • Tagging andimplementation familiarity or experience
  • Analysis principles and interpretationexperience
  • Understanding of and experiencewith marketing software and domain principles
  • Experience and familiarity with the following Clientsolutions (a plus but not a hard requirement
  • Familiarity with Agile development methodologies such asScrum
  • Familiarity with SaaS UX andnavigation
  • Understanding of performance tuningand optimization
  • Understanding with debuggingcoding languages
  • APIlevel knowledge ofthirdparty applications is a plus
  • Comprehension or experience in a widerange of computeroperating systems and software with emphasis on installationsolving upgrading integration and client/server operations isdesired

For a confidentialdiscussion or to find out more contact Swati Rathore on (909)orapply now.

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