Technical Account Advisor

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Alpharetta, GA

Industry: Consumer Goods / Miscellaneous

  •  

Less than 5 years

Posted 339 days ago

Overview

Datascan is a provider of wholesale and audit intelligence in the automotive industry.  Datascan’s solutions are the most comprehensive in the industry, providing banks, independent finance companies, and captive financial institutions with clarity critical to their success – helping them manage risk while increasing productivity and profits. All of our solutions are web-based and delivered from our state-of-the-art DataScan-managed data centers.

Job Description

The Technical Account Manager (TAM) is the person responsible for managing the technical aspects of relationships with its clients. Their job description involves them working closely with the clients and internal teams in order to make sure the highest level of service is provided to the clients. In addition to providing top-quality technical service, technical account managers assist in strengthening customer relationships and ensuring customer satisfaction. The TAM will demonstrate products and or services to customers and explain how such product meets customers needs. They employ project management skills to help put together product upgrades and minimize disruption for customers. The TAM will arrange training for customers for effective use of products. In the same vein, the TAM would need to monitor the progress of upgrades so as to ensure that they are successful. The TAM is responsible for managing ongoing support to customers in order to confirm that the customers continue to make effective use of products and services. They monitor support requests made by customers to identify any recurring issues and recommend changes to products. The TAM will hold regular review meetings with customers for discussions on any problems and issues and report to other members of the account team. The TAM will analyze customers support needs and identify areas where the company can reduce support costs and offer improved service. The TAM uses excellent client management skills along with strong product and business knowledge to serve clients and assist other departments with various projects. The TAM leads interaction with clients on technical business needs, may determine methods and procedures on new assignments and solves business problems in creative and effective ways. The TAM must be able to work independently and in a team with a high level of accountability. The TAM possesses excellent verbal and written communication skills and the ability to interact professionally with diverse groups of executives, managers, and subject matter experts. The TAM elicits requirements, critically evaluates information gathered from multiple sources, reconciles conflicts, decomposes high-level information into details, abstracts up from low-level information to a general understanding, and distinguishes user requests from true business needs.

 

Job Responsibilities:

  • Participate in product upgrades for production clients in all systems environments
  • Provide product consulting and business analysis on simple to moderate complexity client or internal projects
  • Utilize advanced analytical and product knowledge skills to understand business needs and translate them into best practice recommendations
  • Provide proactive interface between internal and external clients to ensure effective definition of and delivery of assigned project(s) and problem resolution
  • Communicate with internal teams to provide input and status updates on clients
  • Provide external training assistance
  • Provide expertise, product knowledge, and best practice recommendations for clients that have transitioned into production
  • Lead interaction with clients on business needs
  • Build relationships with clients, assisting with managing client expectations and scope
  • Provide consulting services to clients for the upgrade and use of systems, products, and services
  • Provide data conversion validation / assistance
  • Document business and functional requirements
  • Work with design, development, and testing resources to ensure that client needs are met
  • Demonstrate a technical aptitude in order to contribute to design and development
  • Provide business, technical, and product knowledge in support of post sales activities in order to ensure customer satisfaction
  • Address product related questions and technical challenges
  • Educate clients on how existing and new product features and functionality work, and how it can contribute to their business growth
  • Monitor accounts to ensure usage of DataScan's product stack and optimal performance
  • Frequently conduct and coordinate tactical operations reviews with client
  • Act as the middle-man to the Support organization so as to ensure client escalations are resolved in due time
  • Partner with internal teams to build relationships with decision makers, business contacts, and influencers

Job Requirements

  • Bachelor's degree, business related
  • 3-5 years project management, business analysis, or client engagement experience in a lead role
  • Experience with Microsoft Office Suite
  • Proven ability to analyze a client's business needs and recommend effective solutions
  • Excellent facilitation skills, including the ability to lead a cross-functional team
  • Excellent interpersonal and customer service skills
  • Excellent analytical and written communication skills
  • Excellent organizational skills
  • Excellent oral communication and presentation skills
  • Ability to work both independently and as a team member
  • Ability to balance multiple projects and priorities
  • Ability to travel up to 30%

DesiredExperience:

  • Strong understanding of Wholesale Finance
  • Prior experience with enterprise financial software application implementation
  • Familiarity with relational databases / SQL
  • Master's degree in business or equivalent experience