Technical Account Manager

Summary

Join AppOmni as a Technical Account Manager and drive value across customers to ensure they are actively engaged and fully recognizing the technical and functional potential of the AppOmni product.

Responsibilities

• Manage and serve as the primary point of contact for all post-sales technical and functional needs for AppOmni's top enterprise customers
• Be consultative and be viewed as a technical SME by exhibiting a complete understanding of customer technical goals and objectives
• Ensure that a deployment and adoption plan is in place with each customer in order to facilitate the customer achieving their stated success criteria
• Introduce, demonstrate, and implement new products and features as they become available
• Develop expertise in AppOmni's API capabilities to help customers augment UI-based functionality with script-based approaches to unlock value
• Work with customers and AppOmni field teams to leverage the AppOmni Developer Platform to help build support for SaaS applications for which AppOmni does not currently provide native integrations
• Work closely with the Product and Engineering teams to define and influence SaaS application support roadmap and augmentation beyond the AppOmni Developer Platform
• Work closely with Product and Engineering teams to further develop and advance the AppOmni Developer Platform and SDK features and capabilities
• Increase customer retention by assisting regular health check meetings for tactical items, and assisting with strategic business reviews for alignment of objectives and outcomes
• Help the customer document their technical success criteria and strategy and partner with the CSM and customer teams to ensure adherence to the strategy; work with the customer to update technical success criteria if/as customer priorities shift
• Define and document the customer's end-state AppOmni architecture and work with the customer to develop a roadmap and strategy for achieving the desired end-state architecture
• Track accounts to identify customer risk and work actively to eliminate that risk; partner with the CSM by contributing to the renewal strategy and work closely with the AppOmni Renewals Manager to influence the successful execution of renewals
• Be the technical voice of the customer to our internal stakeholders (engineering, product, sales, and executive leadership teams) and provide internal feedback on how AppOmni can better serve our enterprise customers
• Work closely with Product and Engineering on identification and tracking of product improvement requests, troubleshooting, and bugs
• Evangelize customer success stories with the AppOmni Marketing team
• Above all, put customer's needs first and demonstrate customer obsession