Job Description:
The Technical Account Manager is instrumental in ensuring the satisfaction and success of our clients. They serve as the primary point of contact, managing accounts, addressing needs, and fostering long-term partnerships. By understanding our clients’ goals and challenges, the Technical Account Manager identifies opportunities to enhance the client experience. This role also encompasses the responsibilities of a Sales Engineer, providing technical expertise and support to clients.
Responsibilities:
- Client Onboarding: Lead the onboarding process for new clients, ensuring a seamless transition and setting clear expectations for their journey with us.
- Account Management: Act as the main point of contact for clients, managing their accounts and proactively addressing any issues or concerns they may have.
- Client Meetings: Regularly meet with clients to discuss their goals, track progress on projects, and identify areas for improvement in our services.
- Feedback Collection: Gather and analyze client feedback to identify trends, address concerns, and implement necessary changes to enhance our offerings.
- Reporting: Provide regular reports on client success metrics, highlighting trends and opportunities for improving client satisfaction and retention.
- Collaboration: Work closely with sales, marketing, and product teams to ensure alignment on client needs and drive continuous improvement in our solutions.
- Training and Support: Provide training and support to clients on our products and services, helping them maximize their usage and achieve their desired outcomes.
- Technical Consultation: Offer technical guidance and expertise to clients, helping them understand and effectively use our products. This includes troubleshooting issues and providing detailed explanations of product functionalities.
- Product Demonstrations: Conduct detailed product demonstrations and technical presentations for clients, showcasing how our solutions meet their specific needs.
- Custom Solutions: Collaborate with clients to develop custom solutions tailored to their unique requirements, ensuring that our offerings align with their business objectives.
- Technical Support: Provide high-level technical support to clients, addressing complex technical issues and ensuring timely resolution.
- Implementation Assistance: Assist clients in the implementation and integration of our products within their existing systems, ensuring a smooth deployment process.
- Technical Training: Conduct technical training sessions for clients, ensuring they have a comprehensive understanding of our products and can utilize them effectively.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field.
- 3+ years of experience in client success, account management, technical account management, or a similar role with a strong technical component.
- Project management experience is a plus.
- Relevant certifications (e.g., PMP, ITIL, or related) are advantageous.
Skills:
- Excellent verbal and written communication skills to engage clients and internal teams.
- Strong problem-solving abilities and analytical skills to address client issues promptly and effectively.
- Experience with CRM software (i.e., ConnectWise) and proficiency in Microsoft Office Suite.
- High emotional intelligence and ability to build strong relationships with clients, turning satisfied clients into brand advocates.
- Technical proficiency and the ability to explain complex technical concepts to non-technical audiences.
- Strong presentation skills and experience conducting product demonstrations.
- Ability to develop custom technical solutions tailored to client needs.
- Experience providing technical support and troubleshooting complex technical issues.
Job Type: Full-time
Pay: $70,000.00 - $90,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
Supplemental pay types:
- Bonus opportunities
- Commission pay
Travel requirement:
Ability to Relocate:
- Pasadena, CA 91105: Relocate before starting work (Required)
Work Location: In person