Technical Account Manager Job Description

Technical Account Manager Job Description

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Technical account manager provides guidance or manage escalated trouble-tickets submitted by customers experiencing challenges using NICE inContact or other NICE inContact technology software products.

Technical Account Manager Duties & Responsibilities

To write an effective technical account manager job description, begin by listing detailed duties, responsibilities and expectations. We have included technical account manager job description templates that you can modify and use.

Sample responsibilities for this position include:

Actively respond to high-level escalations for both Publisher and Demand clients relating to integration issues, discrepancies, blanks, lost impressions, Iframes
Ensure that critical issues are addressed prior to launch
Review all product open issues with the product PE/PSE
Design and develop innovative solutions to customer requirements using our server and desktop
Overall customer support experience
Managing support activity, driving prioritization and advocating on behalf of assigned customer within Global Support Services
Working closely with Advertisers to successfully setup and test campaign
Set up new server-to-server API and tracking integrations with advertisers
Validate the formatting of tracking URLs, tracking pixels and postback events
Testing and Troubleshoot the tracking and attribution of Mobile App and Web campaigns

Technical Account Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Technical Account Manager

List any licenses or certifications required by the position: PMP, VCP, ITIL, CISSP, IAB, RHCE, CCIE, CCNP, CCNA, CISCO

Education for Technical Account Manager

Typically a job would require a certain level of education.

Employers hiring for the technical account manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Computer Science, Technical, Engineering, Business, Education, Math, Technology, Information Technology, Communication, MBA

Skills for Technical Account Manager

Desired skills for technical account manager include:

Especially those employed by assigned accounts
Competitive product lines
InContact products and associated technologies
Contact center software/design/functionality
TCP/IP
Telecom circuits from DS0 through OC-48
Entire VMware product line
Core VMware solutions and future product direction
Two
NICE inContact products and associated technologies

Desired experience for technical account manager includes:

Able to implement software engineering best practices for version control, release management, unit and integration and planning
Experience with Subversion, Git or equivalent version control tools
Experience building complex SSIS 2008 packages
Experience with XML and XSL transformations
Experience with Visual Studio 2008/2010, C#
Experience with technical support a plus

Technical Account Manager Examples

1

Technical Account Manager Job Description

Job Description Example
Our company is hiring for a technical account manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for technical account manager
  • Provide extensive technical assistance
  • Work with internal departments to diagnose issue
  • Resolve technology related problems
  • Collaborates with team and client to support client deliverable deadlines, working on assigned projects as needed
  • Ability to communicate and explain complex ideas to teams, clients, and technical staff (client side, publishers and creative shops)
  • Anticipates client questions and has thought out answers/solutions
  • Willing to go above and beyond the call of duty to delight the client and deliver excellent service
  • Share best practices, model designs with prospects/clients for both technical development and successful negotiation of client’s internal approvals processes
  • Utilizes client portal, hardware management tools, and help desk ticket system to oversee and audit clients' issues and ensure customer satisfaction, view trending network performance, make best decisions for clients' network, report those changes with supporting details to upper management and/or Change Control Board and identify, submit and track resolution on issues
  • Acts as the support escalation point for their assigned clients, and overseeing resolution and client satisfaction
Qualifications for technical account manager
  • Experience using Business Requirements to produce designs both Logical and Physical
  • Obtaining customer approvals
  • Stay always updated about new technologies, products and
  • Knowledge of Wireless and Data technologies (GSM, EDGE, UMTS
  • Background in management consulting or "Big 5" consulting organization i
  • Fluent in English, Fluent in German
2

Technical Account Manager Job Description

Job Description Example
Our company is searching for experienced candidates for the position of technical account manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for technical account manager
  • Work with external technical teams to increase the quality of retailer's feed offering to ensure a seamless checkout experience on ShopStyle
  • Monitor existing issues and ensure their resolutions within their SLA and escalate high priority issues as needed
  • Provide support for e-commerce platform implementations such as Magento and Demandware retailers
  • Investigate new ad technologies and Ad Network enhancements (targeting options, cost reduction etc)
  • Ensure the highest level of customer satisfaction by understanding and identifying customer needs, building and maintaining strong working relationships and managing the account effectively
  • Contributes to the customer knowledgebase as defined by Manager
  • Coordinate meetings (internal and external) as required to review service requests and/or other customer issues
  • Project manage strategic initiatives to deliver high impact business results
  • Provide several educational sessions quarterly support reviews to your customer(s)
  • Analyze digital content providers' processes and identify opportunities to accelerate digitizing books and releasing them faster
Qualifications for technical account manager
  • Solid understanding of the SDLC process / methodologies, relational database concepts, object-oriented techniques, user interface principles
  • Competitive & competitively aware
  • Capable of assessing a customer’s needs, qualifying opportunities & handling customer objections at all levels
  • Submit and Manage Feature PVRs
  • Considers and ensures ownership of all aspects of onsite evaluations and proof of concepts
  • Technical sales leader on focus accounts
3

Technical Account Manager Job Description

Job Description Example
Our growing company is looking for a technical account manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for technical account manager
  • Provide planning to address customer performance and/or satisfaction issues
  • Monitors, proactively identifies impending issues, and manages customer satisfaction for identified Tier 1 customers
  • Performs other duties as required such as leading or assisting on special projects, installations
  • Engage with at risk accounts – Provided technical support and guidance to accounts that are deemed at risk by the leadership team
  • Upgrade Planning – The TAM will be supporting the customer through ShoreWare maintenance and upgrades
  • Design and develop innovative solutions to customer requirements using our Enterprise to desktop products, with assistance from our internal engineering group and consulting architects as required
  • Work closely with the Account Manager to understand the best ways to maximize both the relationship revenue for Active
  • Produce qualitative and quantitative analysis of product performance and aggregate feedback to inform the product roadmap with enhanced or new functionality
  • Work cross-functionally with product, marketing, engineering, legal, and support teams—both internally and externally—to drive deals
  • Travel is required up to 30 percent of the time, including internationally The role, responsibilities and geographical focus will change and develop over time along with the company's rapid growth
Qualifications for technical account manager
  • Seen as a role model by peers on developing trusted advisor status and TAM best practice
  • Contributes to the definition and adoption of best practice and improvement within the TAM community
  • Thorough understanding of competitive solutions
  • High Degree of competency in at least one Major O/S, one Storage N/W Infrastructure, & a significant application
  • TAM III) Demonstrated performance by managing through critical account situations, capturing high share of wallet developing and coordinating international account initiatives
  • Strong technical background, with previous experience i
4

Technical Account Manager Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of technical account manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for technical account manager
  • Work with Product Development and Product Management on competitive offerings and opportunities
  • Validate technical fit to a prospect’s requirements, determine scope of work, and contribute to overall pricing and proposal creation for the assigned customers/geography
  • Create customized battery technology implementation plans as part of the product roadmap development and sales process
  • Develop and deliver customized demonstrations
  • Small Bids
  • Post Bid analyzes
  • Customer Budget analyzes
  • Manage day to day technical operations
  • Monitors and analyzes campaign performance in addition to conducting QC checks
  • Responds to client requests in a timely manner
Qualifications for technical account manager
  • Familiarity with web debugging tools such as Charles / Firebug / Fiddler
  • Preferred 2+ years of experience with online media, SaaS platforms, or DSP/SSP platforms
  • Solid technical background in systems management and monitoring toolsets, Linux Administration and technical architecture
  • Frequently establishes and maintains relationships with Field Sales and MCS to execute on an
  • Options as needed
  • Technical Guru.You have deep knowledge of technical stacks so that you can quickly recommend full approaches for partners
5

Technical Account Manager Job Description

Job Description Example
Our growing company is looking to fill the role of technical account manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for technical account manager
  • Ensure hardware and software defects are documented and tracked with appropriate tracking systems
  • Ensure that tickets are resolved professionally and in a manner consistent with the contract
  • Perform quarterly business reviews
  • Act as the primary point of contact and accountability for a rapidly growing base of enterprise customers within the Managed Services line of business
  • Perform regular customer account reviews to discuss customer environment performance
  • Work with the relevant technical teams to proactively manage customer configurations and recommend customer environment upgrades and add-ons
  • Maintain a close working relationship with the Sales organization to execute on environment upgrades and add-ons
  • Understand and communicate the customer’s hosting roadmap needs to Product Management
  • Ability to forecast churn and upgrades for account base
  • Ability to plan, coordinate, and manage multiple activities simultaneously
Qualifications for technical account manager
  • Knowledge of VoIP (preferred but not required)
  • Manage customer expectations to meet acceptance criteria on escalation and resolution
  • Review open incidents, problems and enhancement requests, communicating priority and direction to the responsible teams to ensure necessary visibility, priority and outcomes
  • General knowledge of digital media data elements, HTML, CSS, XML, Internet Protocol, Images, Encoding, DRM
  • General knowledge of digital media data elements, ONIX, CODECs, XML, FTP, Images, Encoding, DRM
  • Customer industry knowledge to assessing a customer’s needs, qualifying opportunities, and to handle customer objections at all levels

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