Technical Account Manager

5 months ago

Toronto, Canada Automation Anywhere Full time

**Our opportunity**:
We are currently seeking Sr. Technical Account Manager to join our world-class support team. The Technical Account Manager provides end-to-end reactive/proactive case and support escalation management. Responsible for providing technical advice, as well as expertise to RPA Customer Administration and technical project groups. In addition, you will help coordinate technical activities amongst support, engineering and end-users. TAMs advocate internally on behalf of the customer for all support related matters.

**Who you’ll report to**:
This role reports to the Sr. Director, Americas Premium Support

**Location**:
Remote position based in Ontario, Canada

**You will make an impact by being responsible for**:

- Keeping on top of all key customer tickets, understanding their priority and business impact and communicating this to the Technical Support and Customer Success and Sales teams
- Planning and overseeing enterprise-level support activities for company products and services for a designated group of clients
- Developing client relationships and understanding of client business and product installations to identify support needs and drive use of proactive support mechanisms to maximize customer success and delight
- Acting as single point of client contact to coordinate resolution of incidents and escalation of technical support issues
- Providing proactive communication to help customers avoid future product or environmental related issues within their environment
- Working closely with cross functional teams to drive customer satisfaction and delight, as well as to identify opportunities for growth in the client environment
- Proactively managing technical issues according to the customer 's business priorities to avoid business critical situations
- Reviewing Automation Anywhere’s best practices guidelines and support policies with the customer, including service levels and escalation procedures
- Participating in quarterly business reviews highlighting continuous improvement areas and metrics, discussing future projects
- Facilitating weekly summary status reports; monthly or quarterly support reviews and detailed review of root cause analysis findings when applicable Weekly cadence calls with the customer to track on-going support activities and projects
- Reviewing open incidents and problems communicating proper priority and direction to responsible Automation Anywhere teams to ensure a timely customer satisfying result

**You will be a great fit if you have**:

- Bachelor’s Degree in Business, MIS, IT, Computer Science or related field required
- 7+ years relevant work experience in a customer-facing, technical support management role with hands on experience in digital technologies required
- Previous experience working with RPA related products such as: Automation Anywhere, Power Automate, Blue Prism, UiPath, Pega or Nice. Additional SaaS and Cloud knowledge a plus
- Achievement of related RPA certifications or a desire to obtain them is preferred
- Knowledge in programming.NET (C#, C++, VB, Java or Powershell)
- Proficient in Microsoft Office: PowerPoint, Excel and Outlook
- Familiarity with software and front-end development
- Fluency in written and spoken English is required
- Willingness to travel approximately 10% when safely able to do so

**You excel in these key competencies**:

- **Technical expertise**: A Technical Account Manager (TAM) must possess strong technical knowledge of the products and services offered by the company. This includes knowledge of the underlying technologies, features, and functionalities of the products
- **Customer service skills**: TAMs must have excellent customer service skills to be able to build strong relationships with clients. They must be able to empathize with customers, understand their needs, and provide effective solutions
- **Communication skills**: TAMs must possess exceptional communication skills, both written and verbal. They must be able to articulate technical information in a clear and concise manner to both technical and non-technical stakeholders
- **Project management skills**: TAMs must have excellent project management skills to be able to manage multiple projects simultaneously. They must be able to prioritize tasks, manage timelines, and ensure that customer expectations are met
- **Analytical skills**: TAMs must be able to analyze data to identify trends and patterns. They must be able to use this information to make data-driven decisions that will benefit the customer and the company
- **Business acumen**: TAMs must have a strong understanding of the company's business model and goals. They must be able to align their activities with the company's objectives and work towards achieving them

**Benefits and perks you’ll appreciate**:

- Flexible work schedule / remote roles
- Personal Time Off
- 11 holidays off per year
- 4 days volunteer time off per year
- 4 company “Stress-Free” days off per yea

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