Manager, Technical Account Management
About The Position
The Manager, Technical Account Management leads a team of Technical Solutions Engineers to ensure customer solutions align with business objectives and technical requirements. The role manages team performance, coaches employees for career development, and maintains current knowledge of processes and systems. It collaborates with sales, engineering, product, and other internal teams to resolve customer issues. Success is measured by the team’s ability to meet goals, promptly resolve escalations, and deliver high customer satisfaction. The work supports organizational success by fostering customer relationships and business growth through technical account management.
Requirements
- Bachelor's degree plus 3 years of related work experience, or an advanced degree plus 1 year of related work experience, or an equivalent combination of education and experience.
- Communication skills.
- Customer service skills.
- Escalation management skills.
- Organizational management skills.
- Performance monitoring skills.
- Presentation delivery skills.
- Product knowledge.
- Root cause analysis skills.
- Technical knowledge.
- At least 18 years of age.
- Legally authorized to work in the United States.
Nice To Haves
- 4–7 years leading technical teams and functions.
- 4–7 years working with diagnostics to correct complex networked and/or wireless system problems.
- Project Management Professional (PMP) certification.
Responsibilities
- Lead and develop a team of Technical Solutions Engineers to achieve performance goals and support career growth.
- Collaborate with internal stakeholders, including sales, engineering, and product teams, to resolve customer issues holistically.
- Manage escalation processes to ensure timely resolution of customer technical concerns with appropriate urgency.
- Maintain current knowledge of industry trends, products, and internal processes to enhance team effectiveness.
- Oversee departmental strategy and provide guidance to ensure alignment with customer business goals and satisfaction.
- Perform other duties or projects as assigned by business management.
Benefits
- Competitive base salary and compensation package.
- Annual stock grant.
- Employee stock purchase plan.
- 401(k).
- Access to free, year-round money coaches.
- Medical insurance.
- Dental insurance.
- Vision insurance.
- Flexible spending account.
- Paid time off.
- Up to 12 paid holidays.
- Paid parental and family leave.
- Family building benefits.
- Back-up care.
- Enhanced family support.
- Childcare subsidy.
- Tuition assistance.
- College coaching.
- Short- and long-term disability coverage.
- Voluntary accidental death and dismemberment coverage.
- Voluntary accident coverage.
- Voluntary life insurance.
- Voluntary disability insurance.
- Voluntary long-term care insurance.
- Mobile service and home internet discounts for eligible employees.
- Pet insurance for eligible employees.
- Commuter and transit programs for eligible employees.
- Annual bonus or periodic sales incentive or bonus for eligible employees.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
