Technical Account Manager

Position Overview

The Technical Account Manager (TAM) plays a key role in managing service expectations, ensuring clear communication, and delivering positive outcomes for customers. This role is crucial in enhancing customer experience, driving business outcomes, and managing the full sales and operations cycle.

Job Definition : Relationship Owner. Foster a strong coalition of support across technical and business functions. Take ownership of customer opportunities in collaboration with internal teams, and the customer to ensure successful outcomes.

Job Methods : Team Mobilizer and Orchestrator. Champion effective business relations between the company and the customer. Mobilize and guide the account team, along with other team resources, to deliver comprehensive solutions for the customer.

Responsibilities

• Serve as the primary point of contact for senior management with customers.
• Collaborate cross-functionally within the company and with customer teams to communicate effectively with all stakeholders.
• Act as a resource for the customer, ensuring internal communications are appropriate, relevant, and useful.
• Develop a deep understanding of the customer's decision-making and purchasing processes, guiding the team in navigating these processes.
• Partner with management and sales teams to drive deal closure and achieve best-in-class solutions for the customer.
• Build and maintain strong customer relationships by identifying new business opportunities that align with the customer's goals.
• Set and manage customer expectations throughout the service delivery process.
• Maintain up-to-date records in the system for opportunities and customer information.
• Provide regular business health reports to management regarding customer performance and industry trends.
• Proactively identify and resolve customer concerns, collaborating with project management to ensure the timely delivery of products and services.
• Assist with contract, financial reviews, and, when necessary, collections efforts in coordination with the finance department.
• Develop and maintain foundational knowledge of product and IT services portfolio to effectively support customers.

Expertise and Experience

Expectations