Job Description
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We are seeking a skilled and experienced Technical Account Manager to join our team. As a Technical Account Manager, you will be responsible for providing proactive support to premium support accounts, ensuring they receive the best possible experience.
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About the Role
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In this role, you will work closely with our 24x7 support team to ensure seamless customer support. You will provide select account premium support to customers who have purchased our TAM service, and your key value will include providing customers with a named support engineer who understands their team and network.
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Your Key Responsibilities
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1. Work with customers to understand their needs and provide tailored solutions.
2. Optimize customer systems to ensure peak performance.
3. Establish and maintain highly collaborative relationships with support teams and customers/partners.
4. Leverage enterprise data analytics to transparently track and report on customer engagement.
5. Collaborate with internal teams to address product issues and identify workarounds & solutions.
6. Assume the role of escalation manager when needed, and ensure timely communication to all stakeholders for escalated issues with a high-impact, or strategic visibility.
7. Coordinate handoff of ongoing issues to the next geographical region.
8. Ensure a great customer experience in all team interactions.
9. Measure and continually improve processes.