Technical Account Manager

1 month ago

Chattanooga, United States Gateway Staffing & Consulting Full time
Position Overview
The Technical Account Manager (TAM) plays a key role in managing service expectations, ensuring clear communication, and delivering positive outcomes for  customers. This role is crucial in enhancing customer experience, driving business outcomes, and managing the full sales and operations cycle.

Job Definition: Relationship Owner.  Foster a strong coalition of support across technical and business functions. Take ownership of customer opportunities in collaboration with internal teams, and the customer to ensure successful outcomes.

Job Methods: Team Mobilizer and Orchestrator.  Champion effective business relations between the company and the customer. Mobilize and guide the account team, along with other team resources, to deliver comprehensive solutions for the customer.

Responsibilities
  • Serve as the primary point of contact for senior management with customers.
  • Collaborate cross-functionally within the company and with customer teams to communicate effectively with all stakeholders.
  • Act as a resource for the customer, ensuring internal communications are appropriate, relevant, and useful.
  • Develop a deep understanding of the customer’s decision-making and purchasing processes, guiding the team in navigating these processes.
  • Partner with management and sales teams to drive deal closure and achieve best-in-class solutions for the customer.
  • Build and maintain strong customer relationships by identifying new business opportunities that align with the customer’s goals.
  • Set and manage customer expectations throughout the service delivery process.
  • Maintain up-to-date records in the system for opportunities and customer information.
  • Provide regular business health reports to management regarding customer performance and industry trends.
  • Proactively identify and resolve customer concerns, collaborating with project management to ensure the timely delivery of products and services.
  • Assist with contract, financial reviews, and, when necessary, collections efforts in coordination with the finance department.
  • Develop and maintain foundational knowledge of product and IT services portfolio to effectively support customers.
Expertise and Experience
  • Strong foundational knowledge of IT solutions, with the ability to communicate the business value of technology to customers.
  • Proven ability to work both independently and as part of a team to solve complex problems.
  • Demonstrated leadership skills with the ability to guide and motivate account teams.
  • Excellent verbal and written communication skills, with strong influencing and negotiation abilities.
  • Outstanding presentation skills, comfortable in delivering compelling narratives to both internal and external audiences.
  • Ability to manage multiple projects in a fast-paced environment and work well under pressure.
  • Strong organizational and time-management skills, with a focus on results.
  • A positive, self-motivated, and tenacious attitude, with creativity and energy to drive results.
  • Bachelor’s degree in a related field preferred; relevant experience may be considered in lieu of formal education.

Expectations
  • Willingness to travel to customer sites as needed.
  • Flexibility in working hours, with occasional requirements for after-hours activities.
  • Ability to independently complete diverse job tasks while continuously enhancing skills and knowledge.
  • Able to provide your own transportation without restriction.


 

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