Senior Technical Account Manager in Columbus, Ohio For Sale
NW Recruiters is seeking a Senior Technical Account Manager. This role will be responsible for proactively managing the technical relationship with clients, and the internal team. The Senior Technical Account Manager is part technical support engineer, part customer champion, and part relationship manager for a defined group of post implementation customer accounts. The Senior Technical Account Manager has three overlapping responsibilities: Account Management, Technical Support, and Project Management.
Essential Functions/Job Duties
· Proactively own and manage multiple high-visibility and high-touch customer relationships
· Understand short and long-term customer goals and objectives as they relate to the company
· Drive issue resolution using standard process/procedures in coordination with supporting resources
· Provide single point of contact for customer issues
· Regularly communicate with assigned accounts, set expectations and negotiate priorities appropriately
· Develop highly effective relationships across all departments
· Establish and document each customer's processes, procedures, customizations and configuration
· Proactively manage, measure and track customer tickets to insure their timely resolution
· Provide timely status updates, root-cause analysis and strategies to address
· Recognize and resolve systemic issues to prevent them from repeating
· Provide recommendation for product enhancements
· Escalate issues as appropriate
· Apply fundamental troubleshooting skills to issues before escalating to the appropriate group
· Recognize revenue opportunities and facilitate them
· Provide first-pass resolution when appropriate
· Document, track, and support compliance with Service Level Agreements
· Ensure ticket data is accurate and regularly updated (statuses, owners, other data elements)
· Ensure customer service level agreements
· Ensure customer’s source code is managed appropriately
· Prioritize and manage software build schedules
· Regularly meet with the customer Account Executive, Professional Services Executive and others to triangulate on immediate and long-term customer needs
· Manages on-call duties for Severity 1 and 2 issues, as well as for High Priority Customers as assigned
· Provide mentoring and assistance to other team members
Knowledge, Skills and Ability Requirements
· Core competencies of a successful Technical Account Manager are project management, technical support, customer service and a comprehensive technical acumen across a broad spectrum of computing disciplines.
Project Management:
· Understand, prioritize and drive resolution of issues through hands-on involvement and highly effective communication between responsible parties at the client site.
· Use project management methodology to thoroughly document, prioritize, track and drive customer requirements and technical solutions.
· Use project management methodology to thoroughly document, prioritize, track and drive customer requirements and technical solutions.
Leadership/Ownership:
· Accountable for all technical issues and technical relationship
· Ability to actively drive problems to resolution
· Ability to create and drive a technical strategy to address customer issues
· Ability to own issue resolution, root cause analysis and remediation
· Sound decision making and critical thinking skills
· The ability to mentor and coach team members
· Expert organization and prioritization skills
Communication skills:
· Excellent written and verbal skills
· Strong interpersonal skills to interact with clients, management, and peers
· Effective cross-department communication
· Document and communicate problem/resolution and information/action plans
· The ability to stay calm during times of crisis
· The ability to contribute to a team environment with a high degree of professionalism and skill.
Troubleshooting Skills:
· Must be technically capable of the following:
· Identify an issue(s)
· Duplicate/recreate issues
· Understand proposed resolution and clarify
· Verify resolution and communicate to client
Technical skills
· High-level process knowledge and technical skills relating to software development, networking and database management:
· Knowledge of Windows-based server operating systems
· Knowledge of SQL server
· Experience supporting enterprise-level applications is preferred
· Experience supporting mobile applications and back-end technologies preferred
· Strong familiarity with several languages such as HTML, Jscript, VBScript, Asp, XML, XSL, ASP.NET, C++, VB, C#
Click here to apply.