[Hiring] Technical Account Manager @Schneider Electric

Role Description

Join Schneider Electric and power your career! Schneider Electric Geospatial (GIS) Utilities Professional Services has an outstanding opportunity for a motivated individual to assume the role of Technical Account Manager (TAM) in the US office (Fort Collins, CO) or remote from home.

As a key member of the Enterprise GIS Professional Services group within the Geospatial (GIS) - Utilities vertical, the Technical Account Manager will own the success of some of our most strategic clients.

As our clients’ trusted advisor, you will:

• Help develop upgrade strategies
• Ensure resolution of technical support cases
• Stay engaged with ongoing projects
• Become familiar with client personnel, organization, environment, workflow, processes, and configuration
• Attend conference calls and conduct workshops
• Coordinate DBA activities and facilitate developer activities/support
• Produce and send reports
• Conduct onsite visits
• Ensure client success and high NPS (Net Promoter Score)

The TAM is responsible for managing, coordinating, and ensuring the high quality and timely delivery of support services for Custom and Extended Support & Maintenance (ESM) clients. The TAM will work directly with ESM clients’ named contacts to facilitate services and case management needs.

What will you do?

• Ensure the high quality and responsive delivery of all committed ESM services to your assigned accounts
• Be familiar with your assigned clients’ architecture, infrastructure, and business goals
• Work closely with Support Engineers, Developers, Program Managers, Implementation Specialists, Project Managers, and Account Executives
• Coordinate with the client regarding the ESM Program, including communication on the status of open issues, software updates, and upgrade procedures
• Test and diagnose issues reported by ESM clients, including examination and debugging of custom code
• Work independently with Support Engineers on open issues to determine circumstances and test fixes until resolved
• Maintain a schedule of planned and active ESM Program tasks for each client
• Work with System Administrators, DBA Team, and project team members to establish appropriate environments for each client
• Coordinate with Extended Maintenance Manager and other Technical Account Managers regarding support needs
• Keep open issues up to date
• Interface with Account Executives for lead generation and opportunity identification
• Interface with Support Services, Product Management, and R&D to provide client feedback on product issues, needs, and requests
• Produce internal reports for management per various KPIs

Qualifications

• BA in computer science, engineering, geography, business, management, or related discipline
• 3+ years of experience as software project manager or technical account manager in a professional services environment for large, key, strategic accounts
• 3+ years’ experience implementing, configuring, and documenting enterprise ArcGIS or ArcFM implementations with custom extensions, interfaces, and integrations for utilities in the U.S.
• 3+ years’ experience with commercial RDBMS such as Oracle and SQL Server
• 3+ years experience as a client-facing consultant, advisor, project manager, technical account manager, representative, or support engineer
• 1+ year experience leading developers in defect resolution, enhancement requests, or small development projects
• Solid understanding of software development methodologies
• Familiarity with .NET and C# development standards, environments, practices, and processes
• Ability to instill confidence, gain trust, and embrace client requirements
• A selfless attitude of servant leadership and a passion for making clients successful
• Ability to develop lasting relationships with clients and partners
• A focus on teamwork and making teammates successful
• Strong foundation in technical writing
• Strong skills in organization, coordination, time management, prioritization, presentation, and communication
• Experience in business development and solution selling desired
• Proficiency with Microsoft Office Suite; nice to have: EBSuite, JIRA, Jive Software, SAP travel/expense, Vision
• Excellent interpersonal, written, and oral communication skills
• Ability to multitask
• Travel: 20%-50%

Benefits

• Medical (with member reward points), dental, vision, and basic life insurance
• Benefit Bucks and flexible work arrangements
• Paid family leaves and well-being programs
• 12 holidays per year and 15 days of paid time off per year
• Competitive pay and programs including base salary, incentives, and 401(k) with match
• Support development through performance discussions and learning platforms like Coursera
• Encouragement of collaboration, recognition, and an inclusive workplace
• Volunteer leave and programs with the Schneider Electric Foundation