Job Title

Enterprise Technical Account ManagerAs an Enterprise Technical Account Manager, your primary focus will be to optimize your assigned customers' utilization of the application, reduce risks through close collaboration, and enhance efficiency by leveraging industry expertise and best practices. Your efforts will aim to deliver maximum ROI for the customer. You will cultivate strong, trusted relationships with key stakeholders, gaining a comprehensive understanding of their technical, functional, and business priorities. Acting as the customer's advocate, you will work closely with cross-functional teams to address technical needs, proactively remove barriers, and ensure successful outcomes.RESPONSIBILITIES • Take full ownership and accountability for the technical success and satisfaction of all assigned Success Premium customers.• Develop and maintain trusted, long-term relationships with key technical stakeholders, serving as their advocate.• Deeply understand your customers’ technical needs and operational priorities to drive meaningful outcomes.• Minimize customer risk by leading proactive best practice and validation sessions during process changes or application updates.• Conduct regular operational Business Review sessions with customer technical teams and executive leadership to ensure alignment and progress.• Guide upgrade planning efforts, demonstrating new features and functionalities to boost efficiency and customer enablement.• Collaborate closely with Technical Account Managers (TAMs), Customer Success Managers (CSMs), and Enterprise Account Managers to deliver a seamless, high-quality customer experience.• Analyze customer trends and challenges, identifying proactive opportunities for operational improvements.• Proactively address potential technical challenges, offering solutions to prevent disruptions or performance issues.• Support Technical Account Managers in resolving complex issues, highlighting the impact of defects, and advocating for feature requests with technical insights and customer perspective.• Streamline customer efforts by acting as a cohesive link across multiple or global customer sites.• Offer technical advisory services to customers, helping them make informed decisions and adhere to best practices.• Lead or contribute to technical escalation discussions, ensuring resolution internally and externally.• Identify opportunities to introduce additional services and solutions that enhance operational value for customers.• Adapt and implement new offerings within our Premium Support Packages as they evolve, ensuring seamless integration and continuous alignment with evolving customer needs.REQUIRED SKILLS • Proven experience in technical account management, customer success, or related roles, emphasizing customer enablement in SaaS applications or cloud-based environments.• Strong problem-solving, customer service, and communication skills, with the ability to convey complex technical concepts to both technical and non-technical audiences.• Demonstrated success in supporting large global enterprise customers.• Skilled at analyzing complex data and delivering actionable insights to drive customer success.• Proactive approach to identifying and mitigating potential technical challenges for customers.• Hands-on experience with AWS services and/or other cloud-based platforms.Certifications: • Industry certifications (e.g., AWS Certified Solutions Architect Associate, Google Cloud Professional, ITIL) are a plus.As a Technical Account Manager, you will play an essential role in ensuring your customers get the most out of their systems whilst delivering the highest levels of customer service. You will play a critical role in advocating on their behalf and helping to drive the customer-centric evolution of the software. If you possess strong customer relationship skills, technical expertise, problem-solving skills, and a passion for delivering exceptional support, then we encourage you to apply for this position and join our dedicated team.Please write to namitha@ to connected!