[Hiring] Technical Account Manager @Hyland

Role Description

The Technical Account Manager is responsible for guiding customers to a successful outcome. Acting as a dedicated customer advocate, this role ensures that technical issues are resolved with high quality and in alignment with customer priorities — while building lasting relationships that drive long-term satisfaction and growth.

• Provide technical support to customers for critical issues, coordinating support cases with regard to priority and information to ensure timely, high-quality resolution aligned with customer priorities.
• Conduct regular case reviews and health checks for each customer, and assist with upgrade planning and activities to ensure continued system stability and performance.
• Set up and maintain a company system similar to the customer's environment, and document and maintain comprehensive documentation to share knowledge with team members and customers.
• Collaborate with internal teams to provide best practice advice, identify potential workarounds, and deliver effective and informed support to customers.
• Partner with cross-functional teams to ensure customer needs are met, identify potential growth opportunities, and act as a trusted advocate for the customer throughout the support lifecycle.
• Leverage strong critical thinking and problem-solving skills to analyze complex technical issues, escalate appropriately, and drive resolution with a sense of urgency and professionalism.

Qualifications

• Bachelor's degree or equivalent experience, with ECM experience and a strong understanding of standard support processes and escalation management.
• Experience writing and understanding source code for support requirements, with the ability to trace and debug web applications and tune operating system and web technology performance.
• Understanding of network protocol layers, security layers, domain models, relational databases, and web application servers.
• Strong oral and written communication skills with a professional demeanor and the ability to interact with others with discretion and tact.
• Strong critical thinking, problem-solving, and organizational skills with the ability to manage multiple priorities in a fast-paced, deadline-driven environment.

Requirements

• Experience deploying applications to cloud environments, with a basic understanding of project management and development processes.
• Strong facilitation and project management skills with the ability to develop and deliver engaging, informative presentations to customers and stakeholders.
• Ability to work independently as well as collaboratively within a team environment, with a strong focus on driving positive customer outcomes.
• Proficiency with Microsoft Windows and Office products to support day-to-day operations.
• Willingness to travel up to 15% of the time to support customer engagements and business needs.

Benefits

• 19,000 – 22,500 PLN gross monthly (employment contract / umowa o pracę)