Technical Account Manager

MW Partners is currently seeking a Technical Account Manager to work for our client who is a global leader in multimedia and creativity software products.

Responsibilities and duties:

• Be a central point of contact while ensuring high levels of customer satisfaction for your assigned customer accounts
• Maintain regular communication with both the external and internal teams constantly handling customer expectations.
• Engage with Director and VPLevel executives to translate business needs into technical and operational plans.
• Work handson with Customer Success Management Managed Services Engineering TechOps Product Management Support and the rest of the Consulting practice to address issues questions and requests.
• Provide detailed reviews of service disruptions metrics detailed prelaunch planning.
• Analyze and present impactful data and insight to leadership.
• Demonstrate knowledge of your customers environments to assist service teams in better serving your customers.
• Serve as a first point of critical issues for customer concerns relating to technical issues and coordinate and drive resolutions with Client services sales and product teams.
• Ensure timely response and resolution to technical and product outstanding items.
• Assess and document customers technical environment to reveal ongoing insight and improvement opportunities.
• Make recommendations on how new and existing features fit within customers environments supplying standard methodologies and guidance.
• Participate in customerrequested meetings and quarterly business reviews (onsite and remotely).
• Participate in projectbased consultantled architectural and design discussions to ensure solutions are optimal for the customer(s).
• Provide proactive status updates to required parties.
• Host periodic checkpoint and status calls with customer and internal partners.
• Identify enablement goals and plans.
• Continually develop both technical and soft skills individually and assist in mentoring immediate team members as needed.

Requirements:

• Bachelors Degree in related field of the technical industry or equivalent experience
• At least five years of fulltime experience in consultative customer support and/or related role in marketing technology
• Exceptional CX focus and abilities
• Demonstrable ability to adapt to new technologies and learn quickly
• Proven presentation skills including confidence and comfort over the phone and in front of audiences both small and large
• Professional demeanor ability to collaborate with and lead teams with dynamic strengths throughout Client and presenting with client managers directors and VPs including CMOs and CXOs.
• Excellent sophisticated written and verbal communication skills
• Strong conflict resolution and negotiation skills
• Tenacious in driving closure around blocking issues and open technical issues
• Strong personal organization skills as well as prioritization and time management skills
• Ability to manage multiple sophisticated highpriority tasks and situations across multiple accounts
• Excellent problemsolving skills with a validated ability to identify issues tackle them quickly and thoroughly using peers and internal resources as applicable
• Travel to client locations as (approximately 1520 percent)
• Familiarity awareness or strong solid understanding of development methodologies and technologies in one or more than of the following: JavaScript jQuery Java JSP; HTML HTML5 XHTML CSS; REST XML J2EE Application Services Database Technologies LDAP Server Technology OSGI Framework
• Tagging and implementation familiarity or experience
• Analysis principles and interpretation experience
• Understanding of and experience with marketing software and domain principles
• Experience and familiarity with the following Client solutions (a plus but not a hard requirement
• Familiarity with Agile development methodologies such as Scrum
• Familiarity with SaaS UX and navigation
• Understanding of performance tuning and optimization
• Understanding with debugging coding languages
• APIlevel knowledge of thirdparty applications is a plus
• Comprehension or experience in a widerange of computer operating systems and software with emphasis on installation solving upgrading integration and client/server operations is desired

For a confidential discussion or to find out more contact Swati Rathore on (909)or apply now.