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Technical Account Manager

Technical Account Manager

Overview

The Technical Account Manager (TAM) will work closely with customers to ensure their satisfaction and return on investment of iManage solutions. Technical Account Manager is the customer’s primary liaison into iManage and are accountable for identifying and directly addressing issues impacting customer success. The Candidate will engage resources across the entire organization (sales, product management, development, user adoption, and support). The Technical Account Manager will proactively expand adoption of iManage solutions within accounts by driving relationships at every level to influence positive change. In addition to the customer-facing activities, TAMs report key account metrics, provide insight to internal teams, contribute to TAM program development activities, and provide guidance and support to iManage partners.

Primary Responsibilities

  • Be the customer advocate and act as a world class customer liaison
  • Understand the customer’s relevant business challenges, risks, and needs while functioning as a trusted advisor for “best practices” and driving adoption of iManage solutions
  • Understand the customer’s business and IT roadmap and plans for iManage products
  • Provide regular updates to customers on iManage roadmap and direction
  • Facilitate participation in early adopter programs
  • Serve as an escalation point for chronic or high severity product issues
  • Translate customer requirements and support needs into action plans with performance excellence as well as meet targets and objectives to achieve high customer satisfaction and trust
  • Provide prevention and remediation advice based on the ITIL framework
  • Be a change agent by communicating the case for change and helping the customer realize the improved business impact of being current with versions of iManage products and services
  • Respond to the changing needs of customers with confidence and ease
  • Maintain high-level technical knowledge of iManage solutions and future product direction
  • Manage and own competing requests across multiple client accounts
  • Provide clear and constructive product feedback to iManage development team and senior leadership based on customer use cases, struggles, and requirements
  • Educate customer and partner community on best practices and solutions by participating in forums, writing KB articles/blogs, and educational webinars
  • Evaluate the skills and training needs of the customer’s iManage support team
  • Assist with regular software lifecycle reviews to ensure customer knowledge of upgrade paths, end of life planning, and cloud options
  • Provide analytics and benchmarking of customer iManage installations with iManage cloud and peer installations for performance-tuning initiatives to maximize customer’s ROI in iManage products

Position Requirements

  • Passionate about providing concierge-level customer support and response resulting in loyal, satisfied customers
  • Ability to adjust quickly to many different situations and challenges
  • Demonstrated ability and experience in customer-facing positions as a technology consultant and client advocate
  • Business acumen and problem-solving skills with the ability to influence change at all levels
  • Effective at working independently and in a team
  • Excellent communication, presentation and interpersonal skills including the ability to interact, communicate and build relationships with all levels of personnel from administrators to CEO levels
  • Fast and lifelong learner with the ability to explain technical concepts to a variety of audiences
  • Bachelor’s degree in a technical field preferred or demonstrated equivalent experience with the Microsoft suite of products
  • ITIL Foundation Certificate preferred 
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