Manager Of Technical Account Management (100% Remote)

Duration: Full time position Location: (100% remote USA) Seeking a Manager of TAM’s (Technical Account Manager’s) that has a nerdy side and is passionate about customer success and managed services with apps performance. You would be managing a growing and dynamic TAM group, be committed to ensuring a top tier customer experience for enterprise customers and driving value. The Manager of TAM’s is responsible for people management, customer satisfaction, and overall performance of the TAM team. Looking for a strong motivator to coach a strong team of technical individuals and know-how to bring results. Seeking a self-starter who has progressed through the technical ranks, professionally or has had exposure to team leadership, objective setting, results tracking, and customer ownership. You will be responsible for bringing success to the TAM team. This is a ‘player/coach’ role, where your primary goals will be to ensure positive and consistently improving customer satisfaction survey results, by mentoring, coaching, and incident triage. Responsible for reporting and improving on the: TAM account performance, escalation updates, project status reports, TAM program utilization, and capacity forecasting. The products are being used in a large variety of environments. Will require solid fundamentals in Apps Performance and is a unique opportunity to build your exposure and knowledge in this field along with expanding service and group management skills at the top tier level within the organization.

Responsibilities

Coach

• Be a key contributor to the TAM program definition & outcome requirements.
• Manage TAM program processes for the team to meet objectives.
• Maintain a roadmap for the TAM program execution.
• Review and recommend improvements for the TAM program.
• Report on overall TAM program status.
• Review & report on individual TAM account performance.
• Provide business TAM account escalation updates.
• Assign TAM accounts.
• Collaborate with Sales, Support, and Product teams to identify new potential offerings.
• Own the hiring process for the Technical Account Management team.
• Conduct timely individual performance reviews.
• Set a direct team and individual goals.
• Provides support or oversight for key projects as needed

Player

• Assists with the Management of top tier clients.
• Takes ownership of escalated technical issues and own them to completion.
• Provide product feedback and suggestions for improvement from our top clients, be their advocate to help prioritize Product Management and Development efforts.
• Act as a point of escalation and coordination for issues and projects involving the solution.
• Perform scheduled and ongoing technical training, demonstration, and coaching of all value areas of the SaaS offering.
• Raise product defects and influence Product Roadmap.
• Create knowledge articles and reusable presentation materials for all the Technical Support.

Knowledge/skills & abilities:

• Strong analytical skills regarding technical and program management issues.
• Personal pride in the quality of work delivered.
• Demonstrated expertise in account management.
• Excellent written and verbal communication skills with a passion for sharing new ideas in a dynamic environment.
• Comfortable communicating and discussing technical concepts with customers and peers.
• Excellent analytical and troubleshooting skills.

Exp:

• 8 yrs. of exp. in the technology industry with a minimum of 2 years in technical account management, including people management.
• Demonstrable increase in responsibility in your previous role(s).

Education: Relevant Experience or Degree or Diploma related to technical client services. Keywords: Technical Support Management Customer Relations We Are Actively Hiring on VirtualFair! About VirtualFair: Virtualfair is every Recruiter’s Best Friend. It is a hiring platform that assists both job seekers and recruiters for the best virtual interview experience. Virtualfair saves time and resources to help companies hire, while we also commit to delivering the best potential candidates to our clients, like Nike, Pierpoint, Office Depot, and more through sourcing and engaging. Virtualfair offers an improved process for engagement, creating awareness, and pipelining candidates. VirtualFair features include:

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