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For Companies At a Glance
- Tasks: Manage high-value customer accounts and ensure their satisfaction and success.
- Company: Join a global leader in innovative software solutions for EHSQ programs.
- Benefits: Enjoy competitive salary, bonuses, remote work, and opportunities for growth.
- Why this job: Be the technical hero for customers and make a real impact in their success.
- Qualifications: 3+ years in tech with strong people skills and problem-solving abilities.
- Other info: Dynamic, inclusive culture focused on learning and continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
The Technical Account Manager (TAM) is responsible for managing a portfolio of high-value customers, acting as their primary technical point of contact to ensure ongoing account health, successful product adoption, and satisfaction. In this role, you will proactively facilitate technical escalations, coordinate cross-functional teams to address customer needs, and deliver regular business reviews to demonstrate value and align on objectives. The TAM will be measured by customer satisfaction scores, gross dollar retention, and the ability to anticipate and mitigate churn risk through exceptional customer engagement and support.
Responsibilities and Deliverables
- Manage a portfolio of high-value customers, building trusted, strategic advisor relationships while ensuring the ongoing health, satisfaction, and success of each account.
- Proactively evaluate and identify opportunities to improve processes and systems that enhance the customer experience and maximize solution value.
- Collaborate cross-functionally with Sales and Customer Success teams to deliver a seamless and comprehensive account management experience for high-value customers.
- Partner with Support and Services teams to ensure technical requests and issues are prioritized, escalated, and resolved in a timely and efficient manner.
- Monitor customer health and support metrics, creating actionable plans to address risks and improve retention.
- Serve as a technical point of contact, addressing customer requests and concerns directly where possible, and coordinating with internal resources for additional support when needed.
- Develop and maintain a deep understanding of the product, including features, applications, and integrations, to provide informed technical guidance to customers.
- Gain a thorough understanding of each assigned customer’s account history, software configurations, and integrations to provide tailored technical support and advice.
- Participate in advanced technical triage meetings, presenting customer-specific challenges and contributing expertise to ongoing investigations.
- Translate customer problems and requests into actionable technical requirements for internal teams, and communicate technical solutions back to customers in clear, customer-friendly terms.
- Coordinate across departments to ensure customer inputs are addressed by the appropriate teams and requirements are met effectively.
- Attend customer executive business reviews, providing insights into technical outcomes, solution performance, and future opportunities.
- Act as the primary escalation point for technical and engineering issues, ensuring swift resolution, clear communication, and regular status updates to customers.
- Leverage Fortive Business System tools to identify and resolve problems, optimize processes, and drive continuous improvement.
- Contribute to the ongoing enhancement of the Technical Account Management program by identifying areas for process optimization and implementing best practices.
Organizational Alignment
Reports to Senior Director, Support
Qualifications
Skills & Work Traits
- Extraordinary people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types.
- Strong problem-solving skills with ability to analyze and make an educated decision.
- Strong written and verbal skills; including the ability to present technical issues to a non-technical audience.
- Intelligent, self-motivated, quick thinking, and fast learning.
- Excellent prioritization and organization skills.
- Understanding of KanBan, GAMP, SDLC, and Basic Troubleshooting Methodologies.
- Understanding of Environmental, Health, Safety or Quality is considered an asset.
- Bilingualism is considered an asset.
Technical Competencies
- Understanding of application programming languages (ASP.NET, XML, Java Script), database languages (SQL, T-SQL), transaction tracking (developer tools, New Relic, system tracing), Microsoft office, screen capture, and time tracking tools.
- Solid understanding of web-based application architectures.
- Knowledge of object-oriented design principles.
- Prior experience with CRM and Support applications.
Experience
Minimum 3 years of experience in the technology industry (preferably SaaS) working in Customer Success, Account Management, Consulting, Technical Support, Project Management or Engagement Management.
Education
Bachelor’s Degree or College Diploma in Computer Science/Information Systems, or equivalent Experience. An MCSE certification is an asset.
Other Requirements
Please note that this role requires a satisfactory Criminal Background Check and Public Safety Verification.
Technical Account Manager Intelex Remote, United Kingdom Posted 5 hours ago employer: Accruent
Contact Detail:
Accruent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Account Manager Intelex Remote, United Kingdom Posted 5 hours ago
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the hunt for a Technical Account Manager role and ask if they can refer you to any opportunities. Referrals can give you a leg up!
✨Tip Number 2
Prepare for those interviews! Research common questions for Technical Account Managers and practice your responses. Be ready to showcase your problem-solving skills and how you've handled customer relationships in the past.
✨Tip Number 3
Show off your technical chops! Brush up on the specific technologies mentioned in the job description, like ASP.NET and SQL. Being able to speak confidently about these will impress interviewers and show you're the right fit.
✨Tip Number 4
Don't forget to apply through our website! We love seeing applications come directly from candidates who are excited about joining us. Plus, it makes it easier for us to track your application and get back to you quickly.
We think you need these skills to ace Technical Account Manager Intelex Remote, United Kingdom Posted 5 hours ago
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Technical Account Manager role. Highlight your experience in managing high-value customers and your technical skills that align with the job description.
Showcase Your People Skills: Since this role requires extraordinary people skills, don’t shy away from sharing examples of how you've built strong relationships with clients. We want to see your empathy and problem-solving abilities shine through!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language to explain your technical expertise and how it can benefit our customers. Remember, we’re looking for someone who can communicate complex ideas simply.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Accruent
✨Know Your Customers
Before the interview, take some time to research the company’s high-value customers and their needs. Understanding their pain points and how the Technical Account Manager role can address them will show your proactive approach and readiness to engage.
✨Showcase Your Technical Skills
Be prepared to discuss your technical competencies, especially in application programming languages and web-based architectures. Bring examples of how you've used these skills in past roles to solve customer issues or improve processes.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you successfully resolved a technical issue or improved customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your analytical skills.
✨Communicate Clearly
Since you'll be translating technical jargon into customer-friendly terms, practice explaining complex concepts in simple language. This will not only help you during the interview but also demonstrate your ability to connect with diverse audiences.
