Technical Account Manager (Sales Manager)

General Summary:

This position is responsible for proactively owning and managing the technical relationship with an assigned set of clients. The Technical Account Manager is part technical support engineer and part client champion for a defined group of both pre-post implementations of complex and high-profile accounts. The Technical Account Manager has responsibilities for technical support, communication, and guidance to project management, and is an essential member of the broader account team for their assigned clients.

With assistance, this position resolves complex technical problems and answers detailed client configuration questions. Technical Account Managers develop a consistent long-term partnership with clients to ensure they remain successful and realize the full value of their Sparta Services investment. This includes day-to-day management of large, technically complex and demanding client accounts, developing and executing upon an overarching technical support strategy, detailed issue tracking, root cause issue recognition and resolution.

The Technical Account manager drives client satisfaction by proactively managing, troubleshooting, and delivering technical information online, over the phone and occasionally on-site. This position requires effective interaction with engineering resources, professional services, and management. Technical Account Managers must share best practices with others to enhance the quality and efficiency of client service. Technical Account Managers provide accurate and timely feedback for purposes of measuring, tracking, and driving continuous service level improvements. The Technical Account Manager is required to maintain and expand working knowledge of current Sparta Services products and related technologies.

The Technical Account Manager is expected to represent Sparta Services with the highest level of professionalism at all times, and to mentor others in the group regarding the same.

The Technical Account Manager will serve as a trusted advisor, ensuring successful Sparta Services deployment and adoption.

Position Responsibilities:

Provide advice and guidance as the Sparta Services subject matter expert to ensure successful ongoing usage and adoption of Sparta Services

Design and develop innovative solutions to client requirements using Sparta Services

Undertake discovery and education activities to identify opportunities for Sparta Services usage across organizational functions and processes

Function as a frontline technical resource for “best practice” and informal client questions

Engaging with client support as a client advocate to ensure speedy resolution of client issues

Engaging with Product management as the client advocate on product roadmap discussions

Maintain current functional and technical knowledge of Sparta Services service

Help to document best practices in developing and using Sparta Services

Drive revenues by managing the pre-sales technical process and evangelizing Sparta Services ‘s technology to existing clients and to drive new product and service offerings.

Manage the Client technical proposal process and ensure that all technical information and recommendations addressing client requirements are accurate, properly defined, and detailed.

Develop detailed, researched and extensive Strategic plans for the technical development of named accounts, which span short, medium and long term opportunities to grow. Work with the Client and key Sparta Services resources to establish an approved technical strategy.

Work closely with peers in Service & Support to ensure that the Client’s requirements are fulfilled, and their expectations met. Act as an escalation point for the Services product fulfillment resources.

Understand short and long-term client goals and objectives as they relate to Sparta Services

Regularly communicate with assigned accounts, set expectations, and negotiate priorities appropriately

Provide timely status updates, root-cause analysis, and strategies to address issues

Recognize and resolve systemic issues to prevent them from repeating

Apply fundamental troubleshooting skills to issues before escalating to the appropriate group

Document, track, and support compliance with clients’ Service Level Agreements

Regularly meet with the client Account Executive, Professional Services Executive, and others to triangulate on immediate and long-term client needs

May travel to Client sites with an approximate travel time of 25%

Knowledge, Skills, and Abilities:

Knowledge, Skills, and Ability Requirements

Core competencies of a successful Technical Account Manager are project management, technical support, client service and a comprehensive technical acumen across a broad spectrum of computing disciplines.

Project Management

Understand, prioritize, and drive resolution of issues through hands-on involvement and highly effective communication between responsible parties at the client site and Sparta Services.

Use project management methodology to thoroughly document, prioritize, track and drive client requirements and technical solutions for small projects.

Leadership/Ownership

Accountable for all technical issues and technical relationship

Ability to actively drive problems to resolution

Ability to create and drive a technical strategy to address client issues

Ability to own issue resolution, root cause analysis and remediation

Sound decision making and critical thinking skills

The ability to mentor and coach team members

Expert organization and prioritization skills

Communication Skills

Excellent written and verbal skills

Strong interpersonal skills to interact with clients, management, and peers

Effective cross-department communication

Provide Tier 3 support for agent, chain, application issues

Assist and contribute the coordination and development of training for field personnel and agent clerks.

Document and communicate problem/resolution and information/action plans

The ability to stay calm during times of crisis

The ability to contribute to a team environment with a high degree of professionalism and skill.

Must Be Technically Capable Of The Following

Identify an issue(s)

Duplicate/recreate issues

Decipher proposed resolution and clarify

Verify resolution and communicate to client

Skills

Technical skills — High-level process knowledge and technical skills relating to software development, networking, and database management:

Knowledge of Windows-based server operating systems

Experience supporting enterprise-level applications is preferred

Experience supporting mobile applications and back-end technologies preferred

Drive results and/or remediation of any PCI or security audit items applicable to assigned Agent clients.

Credentials and Experience:

3+ years of experience in a related function is required. Direct client advocacy and engagement experience in post-sales or professional services functions.

Successfully managed client engagements to completion and client satisfaction

Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems.

Exceptional verbal and written organizational, presentation, and communication skills.

Must be client service oriented and believe in teamwork, collaboration, adaptability & Initiative.

Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of client satisfaction and retention in a fast paced environment.