Technical Account Manager

Summary:

Reporting to the VP of Professional Services, the Technical Account Manager (TAM) will be responsible for providing personalized support and guidance, cultivating high-value relationships with customers. The TAM will be a trusted advisor providing dedicated account support, managing communications internally and externally working closely day to day with cross functional organizations such as Sales, Product Management, Engineering, Support and Management.

RESPONSIBILITIES:

Combined technical and non-technical role including being responsible for day-to-day customer account management
Telecom solution architecture awareness and experience and ability to be hands-on
Hands-on experience is required by providing operational platform support, taking ownership to resolving operational and support platform issues to conclusion both from a technical and managerial perspective
Manage the newly created or existing relationship with the customer
Taking ownership and responsibility for all Professional Services related activities with customers
Responsible for Services delivery commercials for a customer/project
Engage with the customer (and the involved departments and stakeholders within their organization) in respect to all relevant technical and non-technical aspects
Manage MATRIXX’s interest and responsibility through-out the project life-cycle from project inception to post-production support
Work together, support and communicate with all relevant persons engaged directly or in-directly with the account from the business, networks, operations, IT functions and their suppliers; across various roles including management, business owners, program and project managers, architects, functional and technical SMEs, software developers, testers and others
Represent the interface into the wider MATRIXX organization for both day-to-day activities with Product Management, Engineering, Support and Management for strategic aspects and escalation handling
MATRIXX Software product expert, including technical hands-on
Manage risks and issues
Manage System Integrator relationship given they will be operating the MATRIXX platform
Support customer/SI to ensure operational excellence related to the MATRIXX platform is achieved
Managing and taking ownership in order to get operational and support issues resolved

YOUR EXPERIENCE:

Ability to explain highly technical issues to a non-technical audience, including business stakeholders
(Real-time) platform technical and management related operations experience
Strong customer support, project management and account management skills
Excellent written and verbal communication skills
BS OR MS in Computer Science or related subject area

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