[Hiring] Technical Account Manager @Aria Systems

Role Description

The Technical Account Manager (TAM) is the centerpiece of value to our customers who purchase a TAM agreement. It requires superb customer management skills, clear communications, and the ability to manage cross-functionally through influence. As a TAM, you will work with our enterprise customers to provide proactive and strategic guidance to maximize value and maintain efficiency of the Aria solution. This includes:

• Collaborating with key stakeholders at the customer to determine their critical needs.
• Working internally with the TAM team and other departments to ensure that the customer gets increased value and efficiency from their Aria implementation.
• Building a comprehensive knowledge of the Aria solution and developing relationships with customers and account teams.
• Sharing technical best practices and adoption of proactive services.

TAM Responsibilities

• Develop a trusted relationship with key technical and business stakeholders armed with best practices for enterprise architecture.
• Understand customer trends, analyze patterns, and identify action plans with a focus on critical issue prevention and risk mitigation.
• Partner with Customer Success and Sales to deliver monthly or quarterly business reviews to key stakeholders and executives.
• Partner closely with Technical Support, Engineering, Product Management, and other departments to ensure a clear understanding of customer and partner environments, challenges, and requirements.
• Act as a strategic trusted advisor to Aria customers and ensure a differentiated delivery of support.
• Identify revenue expansion opportunities and alert members of the account team assigned to revenue expansion.
• Proactively monitor systems and tools; engage with ongoing and new technical issues on behalf of assigned clients.
• Foster long-term partnerships with customers by aligning their business and technical goals with Aria’s vision, mission, and strategy.

Qualifications

• Experience in a customer-facing role, interfacing with executive stakeholders, supporting customer technical implementations or transformation programs at an enterprise level.
• Comfortable with working autonomously and as part of a remote team.
• Ability to effectively lead efforts to navigate, escalate, and manage technically complex customer requests or projects involving multiple parties and high volumes of transactions/load in distributed enterprise systems.
• Strong communication skills with demonstrated ability to effectively communicate and influence at all levels of the internal organization and with the customer.
• Excellent time management and organizational skills, ability to prioritize and use time effectively and efficiently.
• Ability to manage customer expectations and facilitate win-win situations.
• Able to travel as needed (typically less than 15%).
• EU language would be an advantage.

Benefits

• Flexible, rewarding, and close-knit work environment.
• Encouragement of innovation and self-direction.
• Competitive salaries and benefits.
• Attractive stock options.
• Flexible, informal work environment.