Technical Account Manager
Posted date [2010-Mar-03]
(ID: 830)
We are seeking someone to fill a role in our Technical Support department that will manage multiple customers, assisting them to form a closer technical relationship with Attachmate through the Elite Support offering. This management is carried out through planning, responding to, and maintaining all technical aspects of this relationship as it pertain to offerings within the Elite Support contract. The TAM will ensure the highest level of customer satisfaction by understanding and identifying the customers’ needs, building and maintaining strong working relationships and managing the account effectively with the account team. Our team offers a unique blend of technical and account management responsibilities in a consultatory role directly interfacing with key customers.
- Support Management - The TAM will manage all of their customer’s support Service Requests by ensuring that the right resources are leveraged, monitoring the time to resolution, advocating bug fixes and design change requests, managing sensitive and business critical issues impacting either the customer’s business or impacting Attachmate's relationship with the customer, and in general doing everything possible to bring a speedy resolution to the issue.
- Account Management - The TAM will own the primary technical relationship with our Elite customers. Within this relationship they will arrange meetings, deliver utilization reports, broker and arbitrate particular meetings between the customer and Attachmate, and in all appropriate ways represent their customer’s needs to Attachmate, and Attachmate’s offerings to their customer.
- Manage Technical Information - The TAM will collect and deliver all appropriate technical information provided by Attachmate.
- Technical Knowledge - The TAM will maintain and expand a high-level knowledge of all Attachmate’s technologies and platforms in order to effectively plan and deploy the right sets of services and information to be delivered throughout the contract year. The TAM will occasionally be involved in various forms of technical delivery, as there exists interest, skill, and demand.
Primary Responsibilities Include:
· Manage and cultivate the technical relationship and communication with Elite accounts
· Identify sales opportunities within assigned accounts
· Drive multiple, simultaneous customer projects
· Track, prioritize, and drive customer issues and requests to resolution inside Attachmate
· Interface with internal groups for problem resolution and issue escalation
· Act as the liaison and customer advocate inside Attachmate
· Act as a trusted technical advisor in guiding, planning, development and market launch of Attachmate products
· Ensure consistent delivery of all Elite program components
· Participate in extended account team efforts
· Contribute to Sales’ ability to sell Elite
· Promote and grow the Elite program
· Travel as necessary (10-20%)
Required Skills:
- Passion for business, technology and customers
- Excellent written and oral communication skills
- Excellent analytical problem solving and troubleshooting skills
- Strong technical skills
- Strong presentation skills
- Proficient in managing multiple competing priorities simultaneously
- Strong account management, cross-group collaboration, and negotiation skills
- Excellent interpersonal skills and conflict management skills
- Quickly develops rapport and credibility
- Self-motivated, able to work independently, and welcoming to challenge
Required Experience:
- Knowledge of Attachmate products preferred
- 5 years experience in a technical environment
- BS or BA preferred
Apply at http://www.attachmate.com/AboutUs/cooljobs.htm . Attachmate provides a comprehensive benefits package that includes 100% paid premiums for employee health, dental, life, and disability insurance. We also offer a 401k plan, paid vacation, holidays, education assistance, and more! Attachmate is an Equal Opportunity Employer.
About Attachmate: Extend. Manage. Secure.
Attachmate serves over 40,000 customers in 60 countries, with accounts in nearly all of the Global 10,000 enterprises. We are committed to delivering high-quality products and providing exceptional customer service. Attachmate enables IT organizations to extend mission critical services and assures they are managed, secure and compliant. Attachmate’s leading solutions include host connectivity, systems and security management, and PC lifecycle management. Our goal is to empower IT organizations to deliver trusted applications, manage service levels, and ensure compliance by leveraging knowledge, automation and secured connectivity. For more information, please visit www.attachmate.com .
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