Technical Account Manager Job in Charlotte 28226, North Carolina Us

The Technical Account Manager will serve as a platform expert and manage critical client issues to ensure they are being worked efficiently by the support team with the right priority and resources assigned. The TAM will support the Strategic Account Managers in client discussions related to platform issues and will partner with Strategic Account Managers and business development team members to demonstrate the platform to current and potential clients. The TAM will also partner with internal business unit management to continually refine and improve technical support?s service delivery.

Responsibilities
1. Serve as Platform Expert.

  • Develop and maintain an expertise in the features and benefits of the OnBrand360 platform.
  • Support Strategic Account Managers in client discussions related to platform issues.
  • Accurately and articulately communicate complex technical concepts to both technical and non-technical audiences.
  • Coordinate communications to Business Unit management related to client facing issues
  • Partner with Strategic Account Managers and Business Development team members to demonstrate the OnBrand360 platform to current and potential clients.
  • Develop prototypes and proof of concepts for clients as requested

    2. Case/Issue Management

  • Take ownership of critical client issues to ensure they are being worked efficiently through the process with the right priority and resource assignments.
  • Escalate issues as needed to gain the appropriate management visibility.
  • Single point of contact for strategic account managers and/or key client contacts
  • Support troubleshooting efforts.
  • Provide regular updates on the issue to the appropriate strategic account manger or client contact.
  • Ensure cases are fully closed and follow-up actions are taken to prevent future occurrences.

    3. Client Support Management

  • Partner with C3, Support Services Business Management to continually refine and improve technical support?s service delivery.
  • Monitor Issues escalated or open for extended periods of time.
  • Provide reporting to IT, Strategic Account Management and Business Unit Management.
  • Overall client support trends performance
  • Support summaries by strategic account
  • Capture client feedback related to platform functionality and provide to the development team for consideration.

    4. Documentation and Training

  • Partner with the training development team to manage all client facing documentation and instructions.
  • Demonstrate and train client and client facing internal users on new capabilities as a part of each release cycle.

    • Requirements:

    Position Requirements
    1. Must?have at least one of the following:

  • 4 yr. degree in technology or related degree with at least 6 yrs. exp. in the IT or software industry
  • 2 yr. degree in technology or related degree with at least 8 yrs. exp. in the IT or software industry
  • At least 10 yrs. exp. in the IT or software industry

    2. During the years in the information technology industry, must have:

  • At least 3 years complex trouble shooting or
  • Development exp. with at least 3 years in a client facing or technical pre-sales role

    3. Working knowledge in the following areas:

  • Software development lifecycle methodology
  • Help desk and ticketing processes and procedures

    4. Must possess the following skills:

  • Must be self-motivated with a high attention to detail.
  • Excellent customer service skills
  • Excellent presentation skills and the ability to communicate effectively with all levels of internal and client management.
  • Ability to communicate technical product information in a simple, concise manner

    5. Must be willing to travel up to 20%

    Preferred Qualifications

  • Bachelor's degree is preferred
  • Experience in Technical Pre-Sales a plus
  • Familiar with the following:
    o XML, HTML, XSLT, XPATH
    o Software technical pre-sale process
  • Experience in Project Management a plus


    STERITECH IS AN AFFIRMATIVE ACTION AND EQUAL OPPORTUNITY EMPLOYER

    • Click Here to Apply!