Technical Account Manager
If your objective is to work for an organization that produces state-of-the-art technology in a collaborative work environment, then iManage deserves your consideration. Headquartered in Chicago, Ill., iManage is a management-owned company with offices in Chicago, Silicon Valley, London, Belfast and Bangalore., iManage is the leading provider of work product management solutions for law firms, corporate legal departments, and other professional services firms such as accounting and financial services. We are proud of our reputation for excellence and ability to deliver innovative, business differentiating results.
iManage is currently seeking a Technical Account Manager or “TAM” to join their Customer Success department in the Chicago office. This position reports to the Chief Customer Success Officer and will work with customers to ensure satisfaction, success and greatest possible return on investment of iManage products and services.
The TAM accomplishes their primary goals through a set of activities that are designed to be proactive, prescriptive and advisory to the customer’s technical and business requirements. As the assigned customer advocate, the TAM liaises customer issues, requests, and inquiries to the appropriate inter organizational department(s) and/or role(s). A successful TAM is an individual with the ability to leverage their deep technical understanding of the products, experiential business acumen and communication skills to effectively advocate for the needs of the customer to the organization.
Specific responsibilities include:
As an advocate, the employee is collectively responsible for:
Being the customer advocate and performing as a world class customer liaison.
Understanding the customer’s relevant business challenges, risks, and needs.
Understanding the customer’s roadmap and plans for iManage solutions.
Functioning as a trusted advisor for “best practices” and driving adoption of iManage solutions.
Serve as an escalation point for chronic or high severity product issues.
When needed, facilitate participation in early adopter programs.
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.
Prescriptive customers activities include:
Operational insight & validation activities; these include profiling/baselining customer eco systems.
Optimizing iManage solutions investments.
Plan and align customer product strategy.
Perform Business and Solutions reviews.
Enable educational opportunities. This is inclusive of community roadshows, Blogs, User groups, etc.
Experience - External:
This job requires:
Three (3) plus years in a practical engineering or senior administrative capacity of one or more products within the iManage solutions portfolio.
Three (3) plus years in a supervisory position over staff or service delivery of one or more products within the iManage solutions portfolio.
Preference may be given to a Bachelor's degree from four-year college or university or equivalent combination of education and experience.
Other qualifications include:
Microsoft MCSA /MCSE Certifications dealing with the Desktop, Server, Relational Database, and Identity Management.
iManage ICSE or related Administrative/Engineering certifications.
The successful candidate will have strong technical skills, customer service skills, planning/organizational skills, excellent oral and written communication, be a self-starter, can adapt to change and balance competing demands and to interact with all levels of management and departments.
iManage is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.