Our client is a growing and developing Global Software company based in Bracknell.
Due to growth we are seeking an experienced Technical Account Manager (TAM) Customer Support reporting into the EMEA Customer Support Manager.
We are looking for a customer support focused TAM with exceptional focus on customer success. The role will be to act as a trusted Company resource dedicated to limited number of key customers, maintaining customer value in their company solutions and products ensuring best practice, optimization and limited support case requirements.
The CS TAM role requires flexibility to visit customer sites across the EMEA region developing key relationships and undertaking technical objectives advising of opportunities for additional services and product solutions for the best customer outcome. Keeping a regular cadence of review calls and meetings with customers, along with quarterly reporting to maintain the visibility and additional value, identifying potential areas of concern for customers before they arise.
WHAT WE REQUIRE FROM YOU
" Ensure the highest level of customer success and value is generated and maintained for TAM aligned customers.
" Develop key relationships internally to best represent customer requirements.
" Create and maintain knowledgebase best practice articles/videos/community threads to address customer questions and issues ahead of support service involvement based on TAM customer engagements.
" Identify solutions to minimize support engagement requirements
" Train customers to get the best out of Company products and solutions
" Excellent interpersonal, communications and people management skills.
" Excellent time management, decision making, prioritization and organization skills.
" Team player. Promotes a spirit of cooperation and teamwork.
" Welcomes challenging environments to apply specialist skills, maintaining customer confidence.
" A strong technical troubleshooting background.
" Projects a positive and professional image, via all means of interaction, remote and face-to-face.
" Good knowledge of ITIL framework.
" Proven technical diagnostic and problem-solving skills.
" Working knowledge of Software development cycle / process
DESIRED TECHNICAL SKILLS
" Knowledge of or any previous SAM software technical experience
" Good knowledge and experience of working with Windows Server (AD, IIS / Web Services) and Desktop environments.
" Knowledge of SQL roles and environments
" Support experience with UNIX/Linux based technologies/software
WHO YOU ARE
The successful candidate must be willing and able to work in a busy, dynamic environment. They must be able to work as part of both local and global teams to deliver customer excellence and success. The ideal candidate must be attention focused and hold a high degree of accountability to help build and protect the strong Company brand image.