Technical Account Manager

3 weeks ago


Hattiesburg, Mississippi, United States Unavailable Full time
Job Summary

The Customer Success Manager II is a key role at Unavailable, responsible for proactively owning the technical relationship between the customer and our organization. This position serves as a technical liaison, customer champion, and relationship manager for a defined group of post-implementation customer accounts.


Key Responsibilities

The Customer Success Manager II has a single mission: Partner, Serve, and Lead.

  • Proactively manage and own multiple high-visibility and high-touch customer relationships.
  • Understand short and long-term customer goals and objectives as they relate to Information Technology (IT) and Business Alignment.
  • Drive issue resolution using standard process/procedures in coordination with supporting resources.
  • Provide a single point of contact for customer account concerns.
  • Regularly communicate with assigned accounts, set expectations, and negotiate priorities appropriately.
  • Develop highly effective relationships across all departments.
  • Assist in establishing and documenting each customer's processes, procedures, customizations, and configurations.
  • Provide mentoring and assistance to other team members.
  • Assist in proactively managing, measuring, and tracking customer tickets (incidents) to ensure their timely resolution.
  • Provide timely issue/incident status updates, root-cause analysis, and strategies to address.
  • Recognize and resolve systemic issues (problems) to prevent them from repeating.
  • Provide recommendations for product enhancements and implementation of new technologies.
  • Escalate issues as appropriate.
  • Apply fundamental troubleshooting skills to issues before escalating to the appropriate group.
  • Recognize revenue opportunities and facilitate them inside current accounts.
  • Document, track, and support compliance with Service Level Agreements.
  • Ensure ticket data is accurate and regularly updated (e.g., statuses, owners, billing).
  • Ensure customer service level agreements.
  • Regularly meet with the Service Owners, Systems Administration Team, and others to identify immediate and long-term customer needs.

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