Technical Account Manager / Delivery Manager

3Pillar

3d•Hybrid

About The Position

3Pillar Global builds breakthrough software products that power digital businesses, and we are looking for a Technical Account Manager to delight our clients through strong governance oversight and sustained product development excellence, to ensure that we drive excellence within product delivery. At 3Pillar, we believe client delight comes from our steadfast pursuit of client business outcomes and is delivered through exceptional product development teams globally. As the Technical Account Manager, you will have oversight for client satisfaction and build confidence with clients and product teams re: our ability to deliver exceptional products. You will obsess over the business outcomes your client is seeking to achieve, and align your team to achieve those outcomes. You are accountable for governance in your teams - escalating to the Product Development Director for support. Results are a must! Success in your role will be measured via a Delivery scorecard tied to account outcomes and client satisfaction, as well as revenue realization and direct margin targets. This role is expected to be 100% billable.

Requirements

Customer Facing – able to present and lead calls on technical topics
Follow up on open technical items
Provide Guidance and enablement on the Loyalty platform
Operationalize your portfolio
Share trends in support, Platform Trends
Weekly status reports
Utilize DOMO cards to understand the health of customers
Investigations utilizing technical program expertise
Share trends in support, Platform Trends
Ability to assist/guide the SessionM Support and Engineering team in issue

Responsibilities

Be the technical resource for live Customers within your portfolio
Understand the data schema of your customer, integration points, Data Flows, BRD, and SDD
Share technical best practices and proactive recommendations that will benefit the customers like ongoing usage of the platform and achievement of their goals.
Conduct technical discovery with customer marketing and technical teams to drive expanded use of the platform and/or new integrations.
Participate in technical account health status reviews, including issuing an executive-level summary status reports both internally and to customers.