The Technical Account Manager is responsible for driving business growth by building strong relationships with customers and identifying new business opportunities that will meet their needs.
Customertimes is looking for a tech savvy person to help us to grow our accounts business. This individual will use their profound industry experience to recommend technical solutions that will resolve customer needs and increase customer satisfaction both before and after the sales process is complete.
The Technical Account Manager should be able to identify customer needs and propose solutions in a timely and structured manner. They will also provide ongoing support and client training and will be responsible for measuring client satisfaction.
This role will be a first point of contact for the customer. They will understand the clients’ business goals and strategy and will help identify current and potential gaps in their existing software products with the goal of converting these needs into sales.
The successful candidate will have a strong understanding of technology along with outstanding sales and interpersonal skills. Ultimately, a good Technical Account Manager is tech savvy, analytical, and well organized.
A Bachelor's degree in Computer Science or Engineering (knowledge of specific industries like Life Sciences, Healthcare, or Pharmacy will be an advantage)
Good technical and product knowledge
Excellent communication, organizational and interpersonal skills
Good critical thinking, problem-solving and analytical skills
Experience and desire to work in a Global delivery environment
At least of 5 years of experience with Information Technology projects
At least 3 years of experience in Project Management
Experience in technical support and sales
Knowledge of CRM business processes and features
Experience with project management tools like MS Project, Jira, and Confluence
Strong project planning and project management skills
Proven track record of continuous learning
Fluent English (for non-US locations)
Willingness to relocate (for non-US locations)
A technology consulting or enterprise architecture background
Create, manage, and implement Account plan
Maintain direct daily contact with key account management teams
Oversee customer success of key accounts
Work in close contact with CT PMO (Project Management Organization) to ensure quality of company output and delivery of services within key account
Maintain involvement in pilot scoping of all main projects and related resource planning
Serve as the primary escalation point for any problems with key account
Handle billing and invoicing for the clients
Prepare business proposals (offers, response to RFPs), negotiate projects with prospects and clients
Coach delivery teams on identifying new business opportunities and share experience within the company
Make the customer referenceable. Organize reference calls supporting company’s sales cycles. Ensure customer participation and contribution to CT sponsored events and marketing campaigns.
Manage customer expectations and alignment with Delivery team
Maintain customer relationships and ensure customer satisfaction and success
Track account metrics versus account plan
Manage client risk while ensuring that client support is providing on time, within budget, and with exceptional quality
Help customers develop a strategy that maximizes business value
The work environment characteristics may slightly vary from project to project
Work from home or onsite
Work independently as well as part of a team
Connect with others on a daily basis
Demonstrate regular and reliable attendance as established by the supervisor
Use a phone and computer frequently
Expected hours of work per week: 40
This position may require additional hours on weekends as needed