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Senior Consultant, Technical Account ManagementAbout ShowpadAt Showpad, we empower others to be at their best. As a business, that means the Showpad sales enablement platform allows revenue teams to engage buyers through industry-leading training and coaching software as well as innovative sales content and engagement solutions. We provide sales and marketing with the software and support they need to enable their teams, drive more revenue and deliver incredible buying experiences. Founded in in Belgium, Showpad is a team of more than people working from our headquarters in Ghent and Chicago or regional offices in London, Munich, San Francisco and Wroclaw.As an employer who understands the importance of diversity, we are committed to proudly representing the various identities of the communities in which we work and the clients that we serve. We have been recognized as a top workplace by Built In Chicago, Built In San Francisco and Inc. Magazine,  as a top 10 software company in the Inc. Europe list and won the award for “Most Sustainable Growth Company” by Deloitte Belgium. About the Senior Consultant, Technical Account Management position at ShowpadAs a Senior Consultant, Technical Account Management, you will serve as the primary point of contact for managing the technical aspects of a customer's relationship with Showpad.  You will ensure their success by understanding their technical requirements and business objectives and aligning them with our products and services. This role requires a strong technical background, proactive planning and programme management, excellent communication skills, and the ability to build and maintain relationships with customers and internal teams.This role will report into the Global Director, Managed Services.Key behavioural characteristics:Results-driven with a keen ability to devise new solutions to complex problemsSelf-starter who thrives within the balance of autonomy and collaborationA strong contributor committed to refining and moving the managed services program forwardDifferentiates between urgency and strategy while understanding how the two intersectRoutinely zooms out to look at larger strategyManaging without authority is a natural abilityOwnership and accountability are part of your DNAResponsive, alert, and customer-obsessedKey Responsibilities for a Senior Consultant, Technical Account Management at ShowpadCustomer Engagement:Build and maintain strong relationships with key customer stakeholdersConduct regular check-ins, meetings, and reviews to understand customer goals and challenges, demonstrate progress and results against goals, reconfirm priorities and agree next steps for service deliverySkillfully recognize & navigate customer politics & conflicts, seeking resolutions in a diplomatic & respectful mannerTechnical Showpad MasteryMaintain a deep understanding of Showpad products and services, fluently demonstrating the capabilities, new releases, benefits, and valueProvide technical guidance and issue management to customers, ensuring they maximise the value of Showpad, maintain high levels of good instance health and align with customer goals and objectivesProvide perspective on Showpad to inspire and challenge your customer, articulating best practices aligned with their use-caseFluently explain & demonstrate all of Showpad's upcoming features, synthesizing how they will benefit the customer and improve their Sales Enablement practiceArticulately position the value of Showpad’s eOS use cases & capabilities tailored to the customer (account, persona & industry)Be an expert on Showpad Instance Health, how to generate reports, interpret reports and prioritise recommended next steps based on analysisProgram ManagementEstablish mutually agreed instance health improvement and project plans that include scope and are aligned with customer goals, holding stakeholders accountable for the project timelineWork closely with Global Resource Manager to support Consultants to support the delivery of the Managed Service plan Instruct, oversee and manage the delivery and quality of work delivered by Consultants assigned to the Managed Services engagementGenerate reports and analysis to track customer goals and metrics set at the beginning of the relationship and on an ongoing basis to demonstrate impact – inclusive of status updates across their full Showpad services engagements and remaining balance of service creditsMeeting ExcellenceEffectively plan, execute & follow up on customer meetings to drive meaningful engagement & productive outcomesDemonstrate meticulous preparation by thoroughly researching the customer's business, anticipating potential objections & formulating relevant questions, insights & content in advance of meetingsProvide a clear agenda ahead of, and summary following meetings, ensuring alignment on desired outcomes & actionable next stepsOperational ExcellenceDemonstrate a strong commitment to following established project-specific processes, methodologies, and workflows to a high standard, particularly instance health and enablement maturity assessmentsMaintain excellent project hygiene and detailed records of customer interactions, issues, and resolutions in our PSA tool, ensuring completeness & accuracy of data at all timesRoutinely utilise internal tools to streamline tasks & productively manage projectsGenerate reports and analysis to track customer goals and metrics set at the beginning of the relationship and demonstrate progress in regular check-insGenerate reports and analysis to track customer service credit usage and demonstrate progress in regular check-insMaintain the minimum target billable utilisation rate Internal Collaboration:Collaborate, or encourages collaboration between individuals & teams, including Customer Success, Support, Product, and Account Executive, to improve performance across the entire business for the benefit of our customers, e.g. the full account teamMaintain open communication among account team members ensuring everyone is fully briefed & aligned on all customer projects, needs, and overall account healthProactively share valuable best practices & offer others guidance, feedback & recognition where appropriateAdvocate for your customers, creating a feedback loop to improve our products and services and advise account teams where commercial opportunities may existStrategic PlanningUse data-driven approach, utilising instance health and enablement maturity dashboards and reports to identify areas of instance improvement and prioritise these based on the impact on each within the context of the customer’s goals, priorities and budgetProactively seek to identify opportunities within the customer project portfolio to upsell or cross-sell additional solutions or services, leveraging instance health dashboardsMaintain high-quality, comprehensive instance plans for key accounts regularlyCultural AdvocacyAct as a strong culture carrier of the Showpad showings within the team and broader company environmentRequired Skills for a TAM at ShowpadBachelor’s degree in a relevant technical field or equivalent work experienceDeep understanding of the tech industry and specifically Sales EnablementProven experience in Technical Account Management or similar roleSaaS experience with a strong understanding of API’s, web hooks, and integrationsStrong technical aptitude with the ability to understand and communicate complex technical conceptsProven ability to understand customer goals and translate them into measurable metricsExcellent interpersonal and communication skills, both verbal and writtenDemonstrated ability to manage multiple customer accounts and priorities simultaneouslyProblem-solving skills with a proactive and customer-first approachLocationCandidates based in Chicago will be required to attend the office 2 days a week including Thursdays.Candidates based in Austin, Boston, New York will be required to meet in our hub locations every other Thursday for in person connection with other Showpadders.What you can expect from ShowpadWe welcome every voice and are committed to building a truly inclusive environment where your differences are not just welcomed, they are celebrated. We’re building a best-in-class experience for our employees and are always identifying opportunities to encourage our team to be their authentic selves. Whether that’s paid parental leave, paid holidays (including Juneteenth and paid time off to vote), paid time off to volunteer at non-profit organizations, personal development opportunities or professional stretch assignments, you can expect Showpad to support you. Showpad’s CommitmentWe are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other dimensions of identity.