The Role You’ll Play
As a Technical Account Manager, you'll manage the customer experience for an assigned portfolio of Confidential (Registered Users Only) customers. By understanding each customer's business model, goals, and workflows, you'll help them get more value from Confidential (Registered Users Only) software and improve operational efficiency. You'll build trusted relationships with customers and internal partners, serving as a knowledgeable advocate and helping deliver an experience that makes it easy to do business with Confidential (Registered Users Only).
- Manage a designated portfolio of customers and build relationships that support their long-term success
- Serve as a primary point of contact, coordinating the resolution of basic and complex inquiries and escalating issues when needed
- Apply advanced product knowledge to educate customers on Confidential (Registered Users Only) features, services, and best practices
- Identify gaps in customer workflows, site setup, and product usage, then recommend solutions aligned with their business objectives
- Maintain current technical knowledge of Confidential (Registered Users Only) products, partners, and services
- Track customer engagements, support interactions, account progress, milestones, and performance against established KPIs
- Collaborate with internal teams to share knowledge, strengthen best practices, and resolve customer needs
- Advocate for customers by communicating product, service, and process improvement opportunities with a solution-focused approach
The Experience You Bring
- 3+ years of experience in technical account management, customer support, client services, or another customer-facing technical role
- Familiarity with Confidential (Registered Users Only)’s core software products or experience supporting similar software platforms is preferred
- Experience learning complex software platforms and using product knowledge to help customers improve workflows and achieve business goals
- Ability to manage complex or escalated customer issues with sound judgment, patience, ownership, and professionalism
- Strong written and verbal communication skills, including the ability to explain technical concepts to nontechnical audiences
- Experience coordinating projects, balancing competing priorities, and meeting customer and internal deadlines
- Ability to collaborate across teams and organizational levels, support change management, and advocate for customer needs
- Experience with basic SQL, Application Integration Programming (API), Partner Solutions, cross-regional implementation and support, or Datashare implementation and support is preferred
Pay transparency
It is the Company's intent to pay all Team Members competitive wages and salaries that are motivational, fair and equitable. The goal of the Company's compensation program is to be transparent, attract potential employees, meet the needs of all current employees, and encourage Team Members to stay with our organization. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.
The base salary range for this position in the United States is $55,700 to $66,800. The total compensation package for this position may also include a performance bonus, benefits and/or other applicable incentive compensation plans