Technical Account Manager - Senior Professional

Schneider Electric•Fort Collins, CO

6d•Hybrid

About The Position

Schneider Electric Geospatial (GIS) Utilities Professional Services has an outstanding opportunity for a motivated individual to assume the role of Technical Account Manager (TAM) in the US office (Fort Collins, CO) or remote from home. As a key member of the Enterprise GIS Professional Services group within the Geospatial (GIS) - Utilities vertical, the Technical Account Manager will own the success of some of our most strategic clients. As our clients’ trusted advisor, you will help them develop upgrade strategies, ensure resolution of their technical support cases, stay engaged with (and oversee) their ongoing projects, become familiar with their personnel/ organization /environment /workflow/ processes / configuration, attend conference calls, conduct workshops, coordinate DBA activities, facilitate developer activities/support, produce and send reports, conduct onsite visits, and ensure that the client is successful and a reference account with a high NPS (Net Promoter Score). The TAM is responsible for managing, coordinating and ensuring the high quality and timely delivery of support services for Custom and Extended Support & Maintenance (ESM) clients. The TAM will work directly with ESM clients’ named contacts to facilitate services and case management needs.

Requirements

BA in computer science, engineering, geography, business, management or related discipline.
3+ years of experience as software project manager or technical account manager in a professional services environment for large, key, strategic accounts
3+ years’ experience implementing, configuring and documenting enterprise ArcGIS or ArcFM implementations with custom extensions, interfaces, and integrations for electric, gas, water, wastewater or fiber/telecommunications utilities in the U.S.
3+ years’ experience with commercial RDBMS such as Oracle and SQL Server required
3+ years experience as a client facing consultant, advisor, project manager, technical account manager, representative, or support engineer
1+ year experience leading developers in defect resolution, enhancement requests, or small development projects
Solid understanding of software development methodologies
Familiarity with .NET and C# development standards, environments, practices and processes.
Ability to instill confidence, gain trust, look at requests for new/different work as opportunities, embrace client requirements and be passionate about finding solutions to meet and exceed client expectations
A selfless attitude of servant leadership and a passion for making our clients successful
Ability to develop lasting relationships with clients and partners
A focus on teamwork, and making your teammates successful
Strong foundation in technical writing.
Strong, proven skills in organization, coordination, time management, prioritization, presentation and communication.
Excellent interpersonal, written, and oral communication skills and an ability to multitask.

Nice To Haves

Experience in business development and solution selling desired.
Proficiency with: Microsoft Office Suite of tools / applications; nice to have: EBSuite, JIRA or other case ticketing system, Jive Software, SAP travel/expense, Vision

Responsibilities

Ensure the high quality and responsive delivery of all committed ESM services to your assigned accounts
Be familiar with your assigned clients’ architecture, infrastructure and business goals
Work closely with Support Engineers, Developers, Program Managers, Implementation Specialists, Project Managers and Account Executives
Responsible for the overall coordination with the client regarding the ESM Program. This may include communication with the client on the status of open issues, software updates and upgrade procedures.
Responsible for testing and diagnosis of issues reported by ESM clients. This may include examination and debugging of custom code developed by Schneider Electric.
Work independently with Support Engineers on open issues to determine circumstances under which issue occurred and testing of fixes until resolved
Maintain a schedule of planned and active ESM Program tasks for each client
Work with System Administrators, DBA Team and individual project team members to establish appropriate environments for each client where an ESM Program agreement is in place
Coordinate with Extended Maintenance Manager and other Technical Account Managers regarding the support needs of individual clients
Keep open issues up to date
Interface with Account Executives for lead generation and opportunity identification
Interface with Support Services, Product Management, and R&D to provide client feedback/insight on product issues, needs and requests
Produce internal reports for management per various KPIs