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The Technical Account Manager (TAM) is a technical resource who advocates for designated customers and ensures customers' needs are known and managed across all offerings, including services, training, support, and product development. The TAM prioritizes customers' technical issues and communicates those priorities to support; communicates the status of services projects; conveys the needs and urgency of RFEs to product management and contributes to the product roadmap. You will provide customers with status updates of open tickets and development/services projects; the upcoming release schedule; issues trending; upgrade recommendations; and guidance through early access/beta programs. This role will also require periodic onsite visits.
- Install software and optional hardware through online sessions or onsite work.
- Provide training to end users to ensure their primary objectives for the product purchase are met.
- Verify that core functionality is operable and troubleshoot any issues that arise.
- Be able to describe and articulate customer problems in Support tickets and provide all information required from the customer.
- Set up channels for open communication, clear expectations, and trust in your teammates via email/slack/meetings/documentations.
- Contribute to team’s success (not only individual success).
- Develop a plan of action prior to Customer Meetings.
- Fluent in conversational and technical English
- Bachelor’s Degree in Computer Science, Information Technology, or another related field
- Five or more years of experience in technical project management, technical account management, or a similar area.
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