Technical Account Manager

• A Technical Account Manager (TAM) is a specialized professional who serves as a bridge between a companys technical teams and its clients. The primary responsibility of a TAM is to provide technical support and expertise to customers, ensuring they get the most out of the companys products or services.

Key Responsibilities:

• Assisting customers with product training and advice, including responding to technical customer support issues.
• Providing overall technical support to customers and their teams before and after the sales process.
• Learning customers setup, typical workflows, goals, and how they (can) use your products or services to better serve their tasks and goals.
• Helping customers attain value from the products or services they ve purchased, ideally assisting them in gaining more value than they anticipated.
• Assisting sales and marketing with information about product specifications.
• Monitoring common technical support questions and creating scripts for handling those support requests at scale.
• Writing and editing in-app notifications together with the assigned CS Ops representative.

Skills and Competencies:

• Minimum of 1 year of experience in customer service & support, customer operations, product development, account management, or customer success with proven technical expertise.
• Customer service skills, ideally IT helpdesk experience.
• Good communication skills and ability to maintain conversations with clients in a diplomatic and goal-focused manner.
• High emotional intelligence and empathy skills.
• Ability to monitor customer activity and create reports.
• Expert IT&C knowledge and capabilities, ability to learn new software tools on the job, and ability to provide customer training on those tools.