[Hiring] Technical Account Manager @Contour Data Solutions

Role Description

The Technical Account Manager (TAM) is responsible for managing all the technical aspects of the relationship with our customers while also contributing to the engineering team as a Microsoft application subject matter expert.

• Provide business, technical, and product knowledge in support of managed services customers.
• Primary escalation point for internal technicians and customer key stakeholders.
• Act as the middle-man to support organization to ensure client escalations are resolved in due time.
• Produce and maintain customer run books and SOPs as they relate to Contour's managed services.
• Technical sponsor between customers and our 24 x 7 Operations Center.
• Educate clients on how existing and new product features and functionality work, and how it can contribute to their business growth.
• Assist in product trainings as necessary.
• Identify opportunities to make effective use of the company's products.
• Analyze customers' support needs and identify areas where the company can reduce support costs and offer improved service.
• Key stakeholder in the onboarding and delivery of specific products or services when customers agree to purchase.
• Employ project management skills to minimize disruption for customers during installation programs.
• Work with product development teams to customize products for large sales or individual customers.
• Conduct and coordinate tactical operations reviews with client teams.
• Partner with Account Management and Sales Development teams to build relationships with decision makers, business contacts, and influencers.

Day to Day Activities include:

• Help customers manage day to day IT Operations.
• Discuss strategic initiatives and help customers plan accordingly.
• Manage customer "Request For Change" within the environment.
• Participate in root cause analysis for severe incidents.
• Help coordinate tactical troubleshooting for customer issues.
• Participate in Crisis Management in the event of a disaster.
• Define how Contour interacts with the customer for support and incident management.
• Onboard new customers that you will manage.
• Participate in regularly scheduled meetings with customers to discuss ongoing business/technical issues and upcoming projects.
• Mentor/Cross train team members on existing and new technologies.

Qualifications

• Experience in technical account management or a similar role.
• Strong understanding of Microsoft applications.
• Excellent communication and interpersonal skills.
• Project management experience.
• Ability to analyze customer needs and provide effective solutions.

Requirements

• Proven experience in managing customer relationships.
• Technical expertise in relevant Microsoft products.
• Ability to work in a fast-paced environment.
• Strong problem-solving skills.
• Willingness to travel as needed.

Benefits

• Competitive salary range of $100,000 - $140,000.
• Remote work flexibility.
• Comprehensive health benefits.
• Professional development opportunities.