Technical Account Manager Ii

1 week ago

Halifax, Canada Quest Software Full time

Overview:
With employees located around the world, One Identity, a Quest Software business, is a global leader in the identity governance and administration (IGA), Active Directory account Lifecycle management and privileged access management (PAM) markets. We help organizations establish an identity-centric security strategy. Our high-energy, talented team enjoys the flexibility of working remotely or in our regional offices - or a combination of remote and on-site. One Identity’s values and company goals are focused on delivering positive results and innovative solutions to our customers. Your career at One Identity starts here. Read on to learn more.

We are fanatically customer focused and are proud to support the most complex customers who have the highest IT demands in the world. It’s exciting, it’s rewarding, it’s hard work and offers career and personal growth. The Support Account manager is responsible for the overall Technical Health of our Premier Customers. Our Premier support delivers partnership, technical guidance and advocacy to customers The SAM’s primary focus is to ensure that our customers remain successful and realize the full value of their investment with our products.

You will also work with customers through all post sales activities including onboarding, driving adoption and outcomes leading to renewals and expansion, and advocate across our entire portfolio. Working closely as a trusted advisor with the customer’s service managers liaising with colleagues across all parts of our business the TAM will help progress, prevent and resolve operational issues relating to the use of our solutions & services which threaten the customers success.

**Responsibilities**:
Technical Account Managers (TAM’s) work closely with the business process owners, administrators and technical resources to ensure overall customer satisfaction and will provide proactive assistance on support cases, help manage open issues; host regularly scheduled meetings as needed to review past, present, and future support activities and status of any current issues; provide quarterly problem management reporting and reviews.

The TAM will work closely with the Account Management and Partnerships team, comprehend the business priorities and technical environments of strategic customers and partners, as well as develop close relationships with customers and partners. Provide complex, consultative technical support to mid-size and enterprise clients for one or more of Quest products to provide unrivalled, timely technical support for Quest customers and prospects consistent with technical support values.
- Act as a primary point of contact for assigned accounts on technical health related items
- Developing strong partnerships with the customer’s business and operational leaders to drive focus on support related aspects and issues.
- Restore and maintain technical health through detailed and documented Technical Health Plans
- Advocate for customers during onboarding efforts and assist with coordination of operational tasks
- Ensure the timely and successful delivery of new solutions according to company's objectives
- Understand the short-term and long-term business objectives of each customer enabling them to achieve those goals and objectives through the use of our products.
- Provide proactive guidance, planning and recommendations for achieving and maintaining the overall technical health of a customer's environment.
- Guiding and Influencing team members to help ensure consistent service is being delivered.
- Be the internal advocate for the customer to facilitate the resolution of customer issues through coordination of efforts among internal organizations (technical support, incident and escalation management, product development, product management, and executive leadership teams)
- Proactively analyze tickets and interactions to help guide training plans via Customer Success Managers (CSMs) and Education
- Deliver QBRs with customers (onsite and over the phone) in conjunction with sales to review service levels, usage metrics and customer environment performance.
- Work with the relevant technical teams to proactively handle customer configurations and recommend customer environment upgrades and add-ons
- Maintain a close working relationship with multiple organizations including Support, Pre-Sales, PSO, CSM, and Sales
- Understand and communicate the customer’s needs to the Account Team
- Keep the customer informed of key information that may be critical to their success (e.g. product roadmaps, new product releases, customer events, or organizational changes)

Qualifications:

- 4+ years of experience managing enterprise customer relationships as a Support Account Manager (SAM), Business Critical Account Manager (BCAM) or Technical Account Manager (TAM) or Customer Success manager (CSM).
- 6+ years of direct Support and/or Support Services related experience with a proven track record of de

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