[Hiring] Technical Account Manager @XTM International

Role Description

The ​Technical Account Manager (TAM) is responsible for providing strategic technical support to existing clients as part of their purchase of a Support Tier (Silver or Gold). The TAM serves as the primary point of contact for technical matters, providing expertise, guidance, and support to clients throughout their engagement with XTM, thereby promoting client health.

The TAM will be required to support and participate in other related activities as necessary to meet the Company’s goals and objectives.

Responsibilities:

• Develop and maintain strong relationships with clients, acting as their technical trusted advisor and advocate within XTM.
• Serve as the primary technical contact for clients, addressing their enquiries, issues, and requirements in a timely and professional manner.
• Understand clients' business objectives, workflow definitions, and technical environments to provide tailored solutions and recommendations.
• Collaborate with clients to define and implement the most effective configurations and customizations of some of XTM platforms to meet their specific needs: Translation Business Management Systems (FlowFit and/or XTRF), XTM Cloud, VCC, Transifex, Rigi.
• Conduct product demonstrations, training sessions, and workshops to ensure clients are proficient in utilizing the full potential of these XTM systems.
• Actively monitor and analyze clients' usage and adoption of the XTM platforms, identifying opportunities for optimization and improvement.
• Provide technical guidance on integration possibilities and support clients in integrating XTM with other systems or tools within their infrastructure.
• Collaborate with the Support and Development teams to troubleshoot and resolve technical issues, ensuring prompt and effective resolution.
• Stay updated with the latest product features, enhancements, and industry trends to effectively communicate and educate clients.
• Actively participate in client meetings, business reviews, and project kick-offs, ensuring a clear understanding of clients' requirements and objectives.
• Identify opportunities for upselling and expansion of XTM solutions within client organizations, working closely with the Sales and Customer Success teams.
• Gather client feedback, feature requests, and enhancement suggestions, and effectively communicate them to the Product Management team.
• Collaborate with cross-functional teams within XTM, including Sales, Implementation, Customer Success, Integration Specialists, and Product Management, to ensure client satisfaction and success.

Qualifications

• You can communicate with the customer in writing and during meetings in a professional and effective manner.
• You can identify and resolve any issues that arise during the implementation and maintenance process.
• You can identify customer needs to provide new solutions and services.
• You can communicate with various stakeholders, including clients, project managers, development teams, and end-users.
• You can develop and facilitate comprehensive training sessions for end-users to ensure proficiency in the new systems.
• You can create detailed documentation to assist users with system operations, including manuals, user guidelines, and FAQs.
• You can proactively identify potential challenges or obstacles during the implementation phase and formulate strategic solutions to mitigate risks.
• You can participate in the preparation and approval of implementation documentation.

Requirements

• You are able to conduct presentations, live demos, or webinars, if necessary, for some of the XTM systems.
• Your technical knowledge of all internal tools is high, and you are independent in using them.
• You are proficient in using our internal tool in the TAM team (ClickUp), and you can independently adjust the configuration to create any new automation required.
• You are proficient in using other internal tools in the organisation (such as JIRA, Confluence among others), and you can independently adjust configurations.
• You have knowledge of Translation Business Management Systems (FlowFit and/or XTRF), TMS systems (XTM and/or others), Machine Translation fundamentals, Enterprise Terminology Management, Large Language Models and latest AI trends in the globalization industry.
• You have some knowledge and understanding regarding SDK APIs and existing connectors and integrations.

General Requirements

• You’re able to cooperate with other teams to guide the solution-creation process.
• You need to be considered a team player with a proactive approach and a strong client-centric focus.
• Your work is based on internal requirements and KPI targets that you will be obliged to meet.

Company-wide Competencies

• You guide other team members and act as a buddy to others with lower seniority.
• You understand and follow all guidance on best practices for Silver and Gold clients.
• You have a proven track record of achieving high client satisfaction based on an understanding of clients' business objectives, workflows, and technical environments.
• You are transparent and clear in your communication with all internal and external stakeholders.
• You are flexible in adjusting strategies, plans, and approaches when unexpected changes or issues occur.
• You show a self-driven attitude and take the initiative to start tasks and solutions without needing external prompts.
• You have exceptional organizational and time management skills to handle multiple client accounts and prioritize tasks effectively.
• You have a proactive attitude with a customer-centric mindset, always striving for client success and satisfaction.
• Willingness to travel occasionally for client meetings and industry events.

Benefits

• Professional development, with access to international opportunities and career advancement programs.
• Continuous learning, powered by top-tier tools, training resources, and industry expertise.
• Benefits may vary by location — your Talent Partner will provide full details during the hiring process.

Company Description

At XTM, we design experiences that reflect and include the full spectrum of people we serve — and that begins with our own team. We're dedicated to building a workplace where inclusion isn’t just a value, but a daily practice. Here, you’ll find the support and encouragement to grow, succeed, and truly belong — no matter your background.