Technical Account Manager

Technical Account Manager (TAM)

JOB RESPONSIBILITIES

• Technical Support Manager will be responsible for managing onboarding activities for new customers, leading implementation efforts for supported integrations with Salesforce and other common customer relationship management and marketing automation platforms, and providing ongoing technical support to newly on boarded and existing customer. This individual must be comfortable advising a variety of mid-size and enterprise customers from a wide range of industries
• Manage Configuration of User Accounts and Onboarding of New Customers of our Client
• Manage a new customer's onboarding journey, from the initial system configuration, to activation of our services, to conducting performance assessment of our platform
• Perform Integration between our Client's Platform and modern CRMs and MAPs including Salesforce, HubSpot, Microsoft Dynamics, Eloqua, and Marketo
• Effectively communicate and work with CRM and MAP administrators when performing the integration of our platform
• Understand the nuances between the integration process of our Platform with each CRM and MAPs
• Be the client-facing product expert and develop trusted advisor relationships with our client's technical staff, account managers and executive sponsors
• Handle incoming support requests, investigate the issue raised, maintain understanding of the request, work with internal teams to resolve the technical concern, and effectively communicate the resolution to our customers via email and via virtual meetings
• Maintain an understanding of our Client's products, proactively learning about new product features, and its escalation process to raise any necessary customer or product issue to the respective departments
• Serve as a customer advocate including collecting customer feedback on product needs, understanding customer and industry trends, and articulating those to Product Management

JOB QUALIFICATIONS

• Bachelor’s degree in Computer Science, Information Technology, or equivalent professional experience is preferred but not required
• At least 3 years of relevant work experience is preferred, including technical account management, technical product support, software development, technical project management, or sales engineering to enterprise customers.
• Prior experience with Salesforce, CRMs and MAP (Marketing Automation Platform) systems is preferred.
• Exceptional individual and group presentation, written, and oral communication skills.
• Strong organizational and time management skills with the ability to manage multiple projects simultaneously.
• Strong track record of being able to manage multiple customers and support cases.
• Strong interpersonal communication skills and experience initiating and building strong relationships.
• Strong critical-thinking and research skills, and has enthusiasm for solving problems.
• Comfortable with technology and able to learn new systems and software quickly.
• Team player, ability to work well consistently with internal teams on cross team initiatives or issues.
• Process driven; understands current processes and always looking to improve and add structure where needed.
• Professional demeanor ,able to manage situations of high stress.
• Available for graveyard shift and shifting schedules.