Technical Account Manager
3 weeks ago
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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