Senior Technical Account Manager

Summary

Join Precisely as a Senior Technical Account Manager to lead strategic and technical engagements with North American customers. You will manage enterprise accounts, track and report customer support issues, and drive resolution of high-profile issues. Responsibilities include shepherding customer implementations, managing customer stakeholders, and coordinating communication with all parties involved in customer projects. This role requires a relevant degree or equivalent experience, exceptional communication skills, and experience managing complex customer solutions. You should be able to liaise with internal and external teams, lead discussions with customers, and possess technical aptitude for both emerging and legacy technologies. The position requires 7 years of experience in a customer-facing role and experience with data governance projects.

Requirements

• Relevant degree or equivalent work experience
• Exceptional verbal/written communication and organizational skills
• Experience managing complex customer solutions in a production environment
• Ability to liaise cross functionally with internal and external technical and non-technical teams
• Confident in leading discussions with customers to drive resolution and alignment toward proactive and preventive improvements to processes and mechanisms
• Working knowledge of leading project management methodologies
• Technical aptitude for both emerging technologies and legacy support models
• Experience working with public cloud providers and/or on-premises software hosting
• 7 years experience in a customer facing role in technical support, program management, project management, sales engineering, or technical account management
• Prior experience managing data governance projects, frameworks, or methodologies
• Prior experience managing customer workflows or operations
• Working knowledge of one or more Precisely product domain
• Technical knowledge of SQL, RESTful services, ETL, and/or MDM solutions
• Ability to travel domestic and international up to 10% of the year

Responsibilities

• Manage assigned enterprise accounts across in North America and the Western Hemisphere
• Program management: Tracking and reporting of customer support issues, product updates, and development
• Escalation ownership: Driving resolution of high profile issues, coordination of technical fix deployment and testing, delivery of root cause analysis documentation, and assessing/addressing risks
• Shepherding customer implementations through each phase of the project lifecycle from ideation through to post launch support and continuous improvement
• Executive presence in managing customer stakeholders, internal coordination, and influencing decision makers at all levels
• Coordination and communication with all parties involved in customer projects, renewals, and expansion opportunities