Technical Account Manager (TAM)

SupportLogic

San Francisco, CA, US
  • Job Type: Full-Time
  • Function: Sales
  • Post Date: 01/08/2021
  • Website: supportlogic.io
  • Company Address: 2880 Stevens Creek Blvd. Suite 309, San Jose, CA, 95128

About SupportLogic

Technical support platform that leverages AI / ML to create a system of intelligence​.​​

Job Description

We are seeking a Technical Account Manager who will be responsible for maintaining and growing relationships with our largest customers, while bringing SupportLogic’s best practices, innovations and capabilities to our customers. 


The Technical Account Manager will deliver technical leadership coupled with a deep understanding of customer support methods to drive greater business value and satisfaction. Our teams are dedicated to helping our customers see the benefits of our technology come to life. As part of our team, you will play a key role in understanding the needs of our customers and help shape the future of customer support.


The work you’ll do:

  • Build trust. Ensure the company keeps its promises to customers, identify and address customer issues immediately and monitor through resolution. Likewise, manage customer expectations and facilitate our activities as agreed.
  • Learn our product at a deep level and help customers do the same. Learn what’s happening next with the product, and help customers prepare for the use of new features.
  • Understand how our customers define their own success with the product and help them work toward that success.
  • Provide proactive guidance and creative solutions to address customers’ business problems and goals, and to deepen relationships and product usage.
  • Be a voice for our customers during internal discussions and projects.
  • Be a go-to resource for customers and key stakeholders on complex issues.
  • Lead knowledge management across the products and customers.
  • Analyze the customer data to show how game changing our product is and the value/impact on customer business.
  • Work with product and engineering teams on customer feedback and feature improvements.


Qualifications:

  • 5 years of experience in technical customer-facing roles –  customer support, presales and post sales consulting and technical services.
  • Experience with delivering technical pitches and providing on-demand training to users.
  • Knowledge of AI/ML, NLP/NLU and database technologies, is a plus.
  • Ability to quickly learn, understand, and work with new emerging technologies, methods, and solutions for customer support and success.
  • Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.

Location: Anywhere; San Francisco Bay Area preferred.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.