Technical Account Manager Job Description

Key Responsibilities:

Client Relationship Management:

Act as the main technical advisor for clients, understanding their business needs and aligning company solutions to meet those goals.

Build and maintain strong, long-term relationships with key client stakeholders.

Conduct regular client meetings, including business reviews, to track client satisfaction and gather feedback.

Technical Expertise and Support:

Provide deep technical insights, assisting clients in optimizing the use of the company’s products or services.

Offer hands-on technical support during the implementation, deployment, and troubleshooting of solutions.

Proactively identify and address potential technical challenges that may impact the client’s success.

Assist in managing and resolving critical issues to ensure high levels of customer satisfaction.

Project Management and Coordination:

Coordinate with internal teams (such as engineering, product development, and customer support) to ensure timely delivery of solutions and services.

Manage technical aspects of client projects from inception to completion, ensuring they meet client expectations and timelines.

Ensure clients are informed of product updates, new features, and best practices to maximize value.

Customer Success and Optimization:

Work with clients to develop and execute strategic plans for the successful adoption and ongoing use of products or services.

Provide recommendations for optimization and ensure clients are leveraging solutions for maximum ROI.

Track key metrics related to client success, identifying opportunities for improvement and growth.

Escalation Management:

Serve as the escalation point for major technical issues, working closely with the support team to resolve them in a timely manner.

Communicate technical issues and resolutions to both technical and non-technical stakeholders.

Ensure that escalations are handled effectively, and clients are informed of any necessary actions.

Product Feedback and Advocacy:

Collect client feedback on products and services and share insights with internal teams to inform product improvements.

Advocate for client needs within the organization, ensuring that products evolve to meet client demands.

Help shape future product development by actively participating in roadmap discussions with product teams.

Required Skills and Qualifications:

Technical Skills:

Strong understanding of the company's products, services, and technologies.

Familiarity with relevant industry-specific technologies and standards.

Knowledge of cloud computing, software development, IT infrastructure, or specific domain expertise based on the company's offerings.

Strong troubleshooting and problem-solving skills.

Communication Skills:

Excellent interpersonal and communication skills, both written and verbal.

Ability to explain complex technical concepts to non-technical stakeholders.

Strong presentation and documentation skills.

Customer-Focused Skills:

Ability to build and maintain strong, trusted relationships with clients.

A proactive and empathetic approach to addressing client needs and concerns.

Ability to manage multiple client accounts and prioritize tasks effectively.

Project Management:

Experience managing projects, including defining deliverables, timelines, and ensuring resources are allocated properly.

Strong organizational skills and attention to detail.

Ability to coordinate and manage cross-functional teams.

Preferred Experience:

3-5 years in a customer-facing technical role such as Technical Support, Solutions Architect, or IT Consulting.

Experience with project management tools and CRM platforms (Salesforce, JIRA, etc.).

Experience in customer success or account management in a technical or SaaS environment is a plus.

Educational Background:

Bachelor’s degree in Computer Science, Information Technology, or a related field.

Certifications in relevant technologies (e.g., AWS, Google Cloud, Microsoft Azure) are a plus.

share your resume at business@techsiagus.com