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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 remote work, competitive salary, and opportunities for professional 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 team culture focused on learning, growth, and innovation.
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 a month ago in London employer: Fortive Corporation
Contact Detail:
Fortive Corporation Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Account Manager Intelex Remote, United Kingdom Posted a month ago in London
✨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. Personal connections can often lead to job openings that aren't advertised.
✨Tip Number 2
Prepare for interviews by researching the company and its products inside out. Understand their customer base and think about how you can add value as a TAM. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Tip Number 3
Practice your problem-solving skills! As a TAM, you'll need to demonstrate your ability to tackle technical issues. Use mock scenarios to showcase your analytical thinking and how you would approach customer challenges.
✨Tip Number 4
Don't forget to apply through our website! We love seeing applications directly from candidates who are excited about joining us. Plus, it gives you a chance to highlight your skills and experiences that align with the Technical Account Manager position.
We think you need these skills to ace Technical Account Manager Intelex Remote, United Kingdom Posted a month ago in London
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 with customer success and technical support, and show how your skills align with what we're looking for.
Showcase Your People Skills: Since this role requires extraordinary people skills, don’t shy away from sharing examples of how you've built relationships with clients or resolved conflicts. We want to see your empathy and problem-solving abilities in action!
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 value communication that’s easy to understand!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you're keen on joining our team at StudySmarter!
How to prepare for a job interview at Fortive Corporation
✨Know Your Customers
Before the interview, take some time to research the company’s high-value customers. Understand their needs and challenges, and think about how you can help them succeed. This will show your potential employer that you’re proactive and ready to build those trusted relationships.
✨Brush Up on Technical Skills
Make sure you're familiar with the technical aspects mentioned in the job description, like application programming languages and web-based architectures. Be prepared to discuss how you've used these skills in past roles, as this will demonstrate your capability to serve as a technical point of contact.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would handle specific customer issues or escalations. Think of examples from your previous experience where you successfully resolved a problem or improved a process. This will highlight your strong problem-solving skills and ability to engage with customers effectively.
✨Showcase Your Communication Skills
Since the role requires translating technical issues to non-technical audiences, practice explaining complex concepts in simple terms. You might even want to prepare a few examples of how you've done this in the past, as it will illustrate your strong written and verbal communication skills.
