At a Glance
- Tasks: Serve as a trusted advisor, ensuring customer satisfaction and successful service delivery.
- Company: Join Spinnaker Support, the top-rated provider for third-party software support services.
- Benefits: Remote work, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with a focus on relationship management and operational excellence.
- Why this job: Make a real impact by helping global brands optimise their enterprise software.
- Qualifications: 7+ years in Technical Account Management with strong Oracle expertise.
The predicted salary is between 40500 - 49500 £ per year.
Spinnaker Support provides global enterprise software support, managed services, and project-based consulting to many of the world’s most recognized and respected brands. Our dedicated international team works closely with every customer to ensure they receive exceptional, customized services that clear the way for their operational success. Today, Spinnaker Support is proud to be the industry’s highest-rated provider for third-party software support services for Oracle, SAP, JD Edwards and VMware.
We have an immediate opening for a Technical Account Manager (TAM), with a strong Oracle technical background, to join our team in the UK. The TAM will serve as a trusted technical advisor and key liaison for Spinnaker Support’s existing customers, ensuring successful delivery, satisfaction, and expansion of our services relationships. This customer-facing role requires a broad understanding of enterprise software environments, including Oracle, SAP, VMware, operating systems, Open Source, and related ecosystems. The TAM bridges technical expertise with relationship management to ensure our customers realize the full value of Spinnaker’s service offerings.
The position works closely with Customer Success, Regional CTOs, Service Delivery, Global Solutions Consulting, Product Management and Sales to maintain exceptional customer experiences, proactively manage technical performance, and identify opportunities for growth and optimization. The role focuses on technical advisory and roadmap, relationship management, and operational excellence across Spinnaker’s global customer base.
- Customer Relationship Management
- Act as technical advocate for assigned customers, ensuring alignment between customer objectives and Spinnaker’s service capabilities.
- Build and maintain trusted relationships with customer IT and business leaders, providing clear guidance on enterprise application strategy, risk, and optimization.
- Partner with Customer Success Managers and Service Delivery Managers and lead regular technical review meetings, status updates, and business reviews with British Telecom stakeholders to deliver value-driven business reviews and roadmap discussions.
- Proactively monitor customer conversations to identify trends, risks, and opportunities for improvement.
- Step in when needed to work with the Service Delivery Manager and Customer Success Manager on any escalated technical issues.
- Technical Advisory and Support Alignment
- Provide expert insight into enterprise application architectures, support lifecycles, integration, and infrastructure across Oracle, SAP, VMware, operating systems, Open Source, and related ecosystems.
- Guide customers through best practices for patching alternatives, security posture, and modernization within the third-party support framework.
- Speak to industry trends and best practices and how they can be related to existing Spinnaker Support customers.
- In partnership with the go to market team, ensure that customers are realizing value from our services which will contribute to growth and higher retention rates.
- Work with Customer Success and Sales to identify opportunities for upsell and cross-sell within existing accounts.
- Demonstrate quantifiable value through performance metrics, risk reduction, and cost savings.
- Contribute to strategic account planning by providing technical insights that inform long-term growth and customer outcomes.
- Support renewal conversations with data-driven evidence of service impact and customer success.
- Partner with the regional CTO and Global Solutions Consulting to ensure smooth transitions from presales to ongoing customer engagement.
- Collaborate with Product Management and Service Delivery to communicate customer feedback and influence roadmap direction.
- Contribute to marketing and thought leadership initiatives by developing customer success stories, case studies, blogs, white papers, and technical insights that highlight Spinnaker’s differentiated approach.
- Engage with internal teams to refine delivery processes, improve documentation, and enhance overall customer experience.
- Maintain accurate documentation of account activities, service performance, and technical discussions.
- Provide regular internal updates on customer health, service risks, and opportunities.
- Support Customer Success leadership in forecasting, retention metrics, and executive reporting.
7+ years of experience in Technical Account Management with a focus on Enterprise Software Support and/or Managed Services.
Deep Oracle enterprise software ecosystems technical expertise (ERP, middleware, and database technologies).
Strong understanding of enterprise architecture, system integrations, and managed service models.
Proven ability to manage multiple complex accounts with global stakeholders at senior levels.
Excellent communication skills with the ability to engage both technical and executive audiences.
Customer-obsessed with a proactive, consultative mindset which aligns with the Spinnaker Support values and culture.
Skilled at building trusted relationships at all organizational levels.
Technical Account Manager- Remote employer: Spinnaker Support
At Spinnaker Support, we pride ourselves on being an exceptional employer that fosters a culture of collaboration, continuous learning, and professional growth. Our EMEA Solution Consulting Manager role offers the unique opportunity to lead a talented team while engaging directly with CxO-level stakeholders, ensuring both personal and team development in a dynamic, supportive environment. With a commitment to excellence and a focus on employee well-being, we empower our staff to thrive in their careers while delivering outstanding service to our global clientele.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Account Manager- Remote
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Spinnaker Support. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Spinnaker Support before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Account Manager- Remote
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Spinnaker Support:Your cover letter is your chance to shine! Tell us why you want to work at Spinnaker Support specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Spinnaker Support!
How to prepare for a job interview at Spinnaker Support
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
