Technical Account Manager
Location: Westchester County, NY – partly remote – some travel
The Senior Technical Account Manager serves as the primary customer contact and is the lead person for customer satisfaction and customer success. The Senior Technical Account Manager must consistently provide superior customer service to our accounts while representing customer needs and goals within the organization. In addition, this staff member will build relationships with customers to encourage new and repeat business opportunities.
This position plays a direct role in project identification and definition including development of business cases/proposals and financial analysis. The Senior Technical Account Manager will communicate regularly via e-mail, conference calls, and in-person with all customer stakeholders and our executives. This role will also work alongside the Project Management and Professional Services teams to ensure compliance with departmental and organizational policies and procedures throughout the project life cycle. The Senior Technical Account Manager reports to the Director, Client Services.
The ideal candidate for this role is someone who enjoys being on the “front lines” and has exemplary communication and negotiation skills; a passion for data analysis; and a drive to help our customers use data to help students achieve education and career success.
Responsible for managing customer communications, conflict resolution, and compliance on customer deliverables
Develops and maintains a strategic plan for all assigned customers
Reviews all major deliverables (i.e. product documentation, release communications, etc.) to ensure quality standards and customer expectations are met
Handles customer issues in an efficient manner, informing the Director, Client Services of any problems that may arise
Builds and maintains a continuous knowledge of project status to identify potential issues and/or opportunities within or related to the project
Develops business case proposals for new projects
Coordinates with other Project Managers to ensure that schedules and other key data are updated regularly and on-time for inclusion in portfolio dashboards and reports
Creates, updates and maintains overall portfolio dashboard and executive reports for use by the Client Services Director, project teams, clients, and management
Ensures that all processes and procedures are completed, quality standards are met, and that projects are profitable
Communicates the customer’s goals and represents the customer’s interests to the team
Provides regular two-way communication between the customer and product teams, to provide appropriate team representation and set proper customer expectations
Understands company capabilities and product/service offerings, and effectively communicates those offerings to the customer
Provides weekly updates on all account activity, including status and call reports
4- 6 years managing customer accounts and/or software implementation projects
Technical competence (understand software, hardware, relational databases, basic SQL, etc.)
A “hands-on” learning style and proven ability to “hit-the-ground-running”
Proven account management skills required to create, maintain and enhance customer relationships
Superior verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts; outstanding facilitation skills
Extremely detail oriented
Comfortable handling multiple accounts and/or managing multiple projects
Ability to understand the customer to anticipate future needs and help determine the ideal solution for current needs
Strong analytical skills required, including a thorough understanding of how to interpret customer business needs and translate them into documented requirements
Extensive MS Excel, Word and PowerPoint skills
Candidates will be expected to demonstrate a solid understanding of intersections between technology operations, development, and project delivery/hand-off.
Experience in the education sector preferred
Motivated, goal oriented, persistent and a skilled negotiator
Plans and carries out responsibilities with minimal direction