Redwood Software · 2 days ago

Technical Account Manager

United States

Full-time

Remote

Mid Level

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Comp. & Benefits

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Responsibilities

Builds and grows relationships with both technical staff and senior management from the customer team.

Partners closely with product management to ensure customer requirements are logged and appropriately prioritized and that future product direction aligns with the customer road map.

Conducts Customer Health Checks to ensure customers are aligned to Redwood standards and best practices.

Contributes to the knowledge base on lessons learned and unique issues experienced for any of their accounts.

Facilitates Use Case Workshops to map Redwood solutions to critical business processes.

Identifies opportunities for additional value creation within accounts, contributing to growth and expansion.

Ensures that all cases opened for their accounts are being actively worked on and progressing toward an expeditious resolution.

Coordinates internal and external resources to drive escalations as needed.

Identify potential areas of risk and actively build get-well plans to reduce contraction and churn within assigned accounts.

Coordinate cross-functional Redwood project teams, which could consist of professional services consultants, product management, engineers, and support staff.

Develop and manage a strategic development plan for your customers, including the identification of opportunities for growth.

Travel may be needed.

Qualification

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Technical Account ManagementCustomer Relationship ManagementJava ScriptSAP ABAPSQL DeveloperIT Business Process SkillsProject ManagementPMP CertificationITIL CertificationSix Sigma CertificationCustomer Service Attitude

Required

Excellent written, verbal, and presentation skills appropriate to both technical and management clients, including effective interaction with technical architects to senior executives.

Strong organizational skills with an ability to manage competing client demands, multiple priorities, commitments, and projects.

Strong analytical skills regarding technical and project management issues.

Experience in a customer-facing environment such as sales, technical consulting or enterprise customer support.

Ability to troubleshoot technical issues at a high level to determine the appropriate path to resolution.

Exemplary customer service attitude with business development and customer relationship management experience.

Ability to facilitate and harness cross-team collaboration working with teams in person and virtually.

Bachelor’s degree in Computer Science, Information Systems, Engineering or equivalent experience.