Technical Account Manager

Varicent’s Customer Success team is actively seeking a Technical Account Manager with an analytic mindset and a keen focus on data. The dedicated TAM will partner with a portfolio of customers to achieve long-term goals, while developing strong relationships, and adapting to our evolving product offerings. The successful candidate will coach and enable their client contacts on technical needs, new feature adoption, encourage model optimization, and facilitate the extension of the existing VIP agreement. This role was created to support client’s varying and unique technical needs during every stage of their software lifecycle journey.

What You'll Do:

• Assume the role of expert and specialist, trusted with the responsibility of managing and nurturing your designated client portfolio.
• Review impact of new features and fixes and assess those against customers organizational needs
• Assist in configuring Varicent specific solutions based on customer requirements as requested
• Generate and communicate monthly performance and support metric reports
• Analyze usage data and metrics to identify remedial actions required
• Help implement remedial actions for proactive maintenance
• Support other team members by troubleshooting errors, bugs & technical hurdles and advising on best practice for optimizations - upskilling the team in the process
• Take initiative in identifying growth opportunities
• Collaborate with our team to achieve sustainable project and product growth
• Participate in Success Planning Workshops to drive Customer Success initiatives through Customer Success Planning
• Work with internal stake holders to review change management process and propose future state where possible

What You'll Bring:

• At least 7 years of experience in IT Consulting, Enterprise Software Implementation
• Bachelor’s Degree or higher in a technical field or a related business discipline  
• Prior experience with Query Based Languages and Relational Databases
• Technical data skills including strong experience with SQL, data manipulation, Microsoft Excel
• Time management: organize work schedules ensuring deadlines are always met
• Strong business communication skills 
• Experience in gathering and interpreting requirements and matching those with product capabilities
• Ability to empathize with customers and understand their needs at every stage of the software lifecycle
• Initiative and ability to work with minor oversight Ability to adapt to evolving and changing processes
• Preferred: Hands on experience of Varicent software products (Administering, implementing, and/or supporting

Success Outcomes

• Candidate should be familiar with company culture, policies, and internal systems.
• Training and onboarding should be complete.
• Candidate will learn the various sources to obtain information.
• Begin client and CSM introductions.
• Participation in team meetings and events.

4-6 Months:

• Candidate should be able to manage their clients fairly independently and adhere to the VIP program.
• Candidate will begin to prioritize their own work and demonstrate problem resolution, personal growth, and adaptability

• Candidate will be given a full client portfolio. After 12 months should be able to perform all duties of a TAM, including performing a complete Annual Health Check