Technical Account Manager

Nextdeavor • Lehi, UT

17h • Hybrid

About The Position

You will lead and develop a team of Technical Account Managers to ensure operational health and adoption of the client's digital solutions. You will partner with Customer Success and Sales leadership and engage directly with key accounts and stakeholders. This is a Hybrid role (2-3 days onsite in Lehi, UT).

Requirements

• Minimum of 5 years of people management experience in a fast-paced, enterprise software support, professional services, or account management environment
• Proven ability to manage a complex book of business while mentoring a team
• Bachelor's Degree
• Strong leadership, performance management, and process management skills
• Experience with customer relations, account management, and driving high CSAT outcomes
• Excellent communication skills (presentation, written, and verbal) across all organizational levels
• Strong problem-solving, prioritization, and organizational skills
• Ability to explain complex concepts to direct reports, peers, customers, and senior leadership

Nice To Haves

• Direct experience with digital experience platforms and related content/workflow/analytics tools

Responsibilities

• Manage and coach designated TAM resources, driving team objectives, morale, and culture
• Motivate the team to deliver exceptional customer experiences through discovery and understanding of customer needs
• Set quarterly individual goals, provide ongoing feedback, and conduct formal performance appraisals
• Evaluate performance metrics to uncover trends in customer happiness, operating efficiency, solution adoption, and retention
• Advocate for the team to increase global visibility and collaborate on process improvements and customer concerns
• Recruit, hire, and retain top talent for the practice
• Support key accounts and manage critical issues to resolution
• Partner with Customer Success and Sales leaders to align support efforts with retention and value realization
• Contribute to practice initiatives and extracurricular activities that improve the service offering

Benefits

• health, vision and dental benefits for contract employees
• Paid sick leave eligibility is contingent on state of residence
• Optional 401k Plan (excludes employer match)
• Opportunity to get your foot in the door at a well-established corporation, with potential for extended or permanent full-time employment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level