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Technical Account Manager

US, Remote

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.

Technical Account Manager

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.

Basic Qualifications

  • 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)

Preferred Qualifications

  • Salesforce certifications
  • A technology consulting or enterprise architecture background

Responsibilities:

  • 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

Work Conditions

  • 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

Time Requirements

  • Expected hours of work per week: 40
  • This position may require additional hours on weekends as needed
  • Travel – up to 40% (after COVID-19 ends)