Overview

I am seeking a Technical Account Manager (TAM) for a high-growth technology company to act as the vital link between clients, sales, and technical teams. This role blends technical expertise with strong account management, ensuring customers receive maximum value from products and services. The TAM will provide technical guidance, foster long-term partnerships, and deliver a seamless customer experience.

This position is ideal for professionals who enjoy dynamic environments, have strong ownership, and are passionate about using technology to solve complex business challenges.

Responsibilities

• Client Relationship Management
• Build and maintain trusted advisor relationships with clients, stakeholders, and executive sponsors.
• Serve as the main point of contact for all technical aspects of assigned accounts.

• Technical Consultation
• Understand client business goals and recommend tailored technical solutions.
• Provide product demonstrations, solution design, and best practice guidance.

• Onboarding & Implementation
• Lead clients through technical setup, configuration, and deployment.
• Coordinate with cross-functional teams to deliver smooth onboarding and project execution.

• Issue Resolution & Escalation
• Manage technical escalations, collaborating with internal teams to resolve issues quickly.

• Account Growth & Planning
• Develop account plans to drive adoption, identify upsell/cross-sell opportunities, and support revenue growth.
• Analyse customer data to identify trends and improvement opportunities.

• Training & Enablement
• Deliver training sessions, workshops, and webinars to ensure clients maximise product value.

• Feedback & Advocacy
• Capture customer feedback, providing insights to internal teams for product and service improvements.
• Act as a customer advocate within the organisation.

• Renewal & Retention
• Support renewals by demonstrating ongoing value and addressing client concerns.
• Work to maintain high retention and minimise churn.

• Industry Expertise
• Stay informed about industry trends, emerging technologies, and the competitive landscape.

Personal Attributes

• Empathy - Strong customer focus with a genuine interest in client success.
• Adaptability - Comfortable with evolving requirements and ambiguity.
• Initiative - Proactive in identifying opportunities and solving challenges.
• Collaboration - Works effectively across diverse teams.

Experience & Qualifications

• Proven experience in a client-facing technical role (TAM, Solutions Engineer, Customer Success Engineer, or similar).
• Strong technical knowledge in areas such as cloud computing, SaaS, networking, cybersecurity, or business applications.
• Bachelor's degree in Computer Science, IT, Engineering, or related discipline (advanced certifications a plus).
• Experience managing complex deployments and multiple client projects simultaneously.
• Excellent communication skills, able to simplify technical concepts for non-technical stakeholders.
• Proficiency with CRM and support systems (e.g., Salesforce, Jira, Microsoft 365).
• Ability to travel occasionally for client meetings or industry events.

Preferred

• Certifications in platforms such as Azure, Microsoft 365, or Google Cloud.
• Background in project management or business analysis.
• Prior experience supporting clients in industries such as education, healthcare, retail, manufacturing, or legal.

Working Environment

• Hybrid working model (remote & office-based options).
• Collaborative and fast-paced environment focused on customer success and innovation.
• Opportunities for professional development, certifications, and career growth.

Key Performance Indicators (KPIs)

• Customer Satisfaction & Net Promoter Score (NPS)
• Account Retention & Renewal Rates
• Resolution Time for Technical Issues
• Product Adoption & Usage Metrics
• Achievement of Upsell/Cross-Sell Targets
• Implementation of Customer Feedback