Technical Account Manager
As a TAM, you will work with our Premier Support customers to provide proactive and strategic guidance with their support requests.
This includes collaborating with key stakeholders at the customer to determine their critical needs; and working internally with the core account team and other departments to ensure that the customer gets increased value and efficiency from their premier support engagement.
Partners with Customer Success and Sales to delivery monthly or quarterly business reviews to key stakeholders and executives, with your portion largely focused on your customer''s technical requests and support ticketsPartners closely with Technical Support, Engineering, Product Management, and other departments to ensure a clear understanding of customer and partner environments, challenges and requirements.
Defines and drives the technical account strategy with a deep industry and technical background, aligning with sales initiatives while advocating for the customer from within Alvaria.Responsible for delivering on the stated value proposition for premier support, leading to renewal of premier support services.
Responsible for improving NPS scores, reducing incoming tickets, and preventing bothticket and account escalationsDeliver Monthly or Quarterly technical business reviews ? highlighting successes and needs for their support requests as well as collaborating with the customer on help they need.
Acts as a strategic trusted advisor to Alvaria customers and ensures a differentiated delivery of supportIdentifies revenue expansion opportunities and alerts member of account team assigned to revenue expansionProactively monitor systems and tools; engages with ongoing and new technical issues on behalf of assigned clients effectively advocating on their behalf throughout Alvaria and Alvaria partner organizations.
Proactively monitors all Customer Care workload on behalf of assigned clients to ensure compliance with SLAs, to provide a "white glove" client experience; delivers RCA on high impact events; and analyzes patterns that may indicate underlying causesServe as Customer Advocate within AlvariaCollaborates with other members of the strategic account team for assigned accountsFacilitates and drives upgrades, migrations, and software adoptionCoordinates SME mentoring sessionsSee separate bullet below!Ensures swift restoration and resolution of S1 tickets and/or escalated ticketsFoster long term partnerships with customers by aligning their business and technical goals with Alvaria''s vision, mission, and strategy.
Conducts customer training assessments with the help of Education Services and develops training plans for customers to become more proficient with our platforms