Technical Account Manager

Confidential Company  •  Kansas City, MO and Santa Clara, CA

8 - 10 years experience  • 

Salary depends on experience
Posted on 05/08/18
Confidential Company
Kansas City, MO
8 - 10 years experience
Salary depends on experience
Posted on 05/08/18

Responsibilities:

Pre-Sales Support

  • Play an important role in supporting the sales teams: understanding and aligning with their strategic plans for the customer 
  • Work with product development teams to enhance and develop new features for customers
  • Demonstrate products to customers and explain how the proposed product or solution is in alignment with the customer’s requirements

After-Sales Support

  • Own the overall post-sales technical relationship with named customers, and be responsible for total customer experience for those assigned accounts
  • Provide service and support to customers with an emphasis on: Case Management, Performance Management, and Solutions Management
  • Provide project management skills to create installation programs that minimize disruption for customers
  • Provide training for customers
  • Monitor and manage the progress of product installations to ensure customer satisfaction

Ongoing Support

  • Monitor ongoing support to customers and provide escalation when needed
  • Monitor support requests identifying any recurring issues and recommend changes to products or processes.
  • Provide regular periodic review meetings with customers to discuss any issues or problems and provide reports to the other members of the account team.
  • Analyze customers’ support requirements and identify areas of process improvement and best-practices

Product Development

  • Monitor product performance and associated support needs
  • Identify opportunities to upgrade or modify products to meet customers’ needs
  • Provide reports on product performance to the development team and advise customers on new products or upgrades that may be suitable for their business.

Required Qualifications:

  • A Bachelor’s degree and a minimum of Eight (8) years of relevant experience, required.
  • Minimum of Five (5) years’ experience in technical support and/or professional services within the high tech industry, required.
  • Minimum of Five (5) years of client facing sales experience and/or services delivery roles, required.
  • Demonstrated ability to prioritize within a demanding workload and deliver results under pressure, required.
  • Broad technical knowledge of heterogeneous environments used by Enterprise Accounts, required.
  • Previous account management experiencerequired, with demonstrable achievement of KPIs relating to customer satisfaction and account development, required.
  • Emphasis on APs, Controllers, Security, Monitoring and Troubleshooting, required.
  • Willingness and ability to travel (occasionally at short notice), required.

Preferred Qualifications:

  • Experience in technical support, project management and product development, preferred.
  • Emphasis on Release Management: Qualifying, scoping and tracking Feature Requests and Feature Enhancements, preferred.
  • Emphasis on Quality Assurance: Development of Test Plans and Test Cases to verify functionality and performance, preferred.
  • Emphasis on New Product Introduction: Ability to work with the customer to introduce new releases, features and functionality with minimum impact, preferred.
  • Demonstrated interpersonal and communication skills to build and maintain effective relationships with customers and with other internal team members, preferred.
  • Strong analytical and problem solving skills, preferred.
  • Ability to grasp customers’ needs and suggest timely solutions – identify, align, plan, develop, test and deliver customer requirements, preferred.
  • Ability to multitask in a dynamic environment, preferred.
  • Strong hands-on experience understanding mobility wireless technology and networking, preferred.

Job ID 1025060

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