Technical Account Manager

ibasa•US - Home based, CA

1d•$97,000 - $134,000•Remote

About The Position

As a Technical Account Manager in the IBA Industrial Customer Success Team, you will be the primary point of contact for our installed customer base. You will be responsible for ensuring customer satisfaction, driving operational excellence, and promoting continuous improvement through proactive engagement and internal coordination.

Requirements

Bachelor’s degree in engineering or a related field
Experience managing projects in an international and multicultural industrial environment
Familiarity with Microsoft Office, project management tools, and ideally SAP
Excellent communicator fluent in English required
Able to drive change with strong interpersonal and communication skills
Customer-focused mindset with a proactive, solution-oriented approach.
Analytical, organized, and capable of working independently.
Flexible and resilient under pressure, with excellent planning and time management skills.
Technically curious and eager to stay up-to-date with a variety of industrial technologies.

Nice To Haves

Proficiency in Spanish highly desired

Responsibilities

Serve as the main contact for assigned customers, ensuring a proactive, positive, and solution-driven relationship.
Organize regular meetings with customers to review system performance, gather feedback, and identify improvement opportunities.
Ensure all customer inquiries and service tickets are followed up and resolved in a timely manner.
Escalate critical issues appropriately and coordinate resolution across departments.
Coordinate preventive and corrective maintenance services, ensuring deliverables meet contractual commitments
Monitor and report on key service performance indicators (e.g., downtime, remote support efficiency)
Identify and document non-contractual services provided and ensure proper communication and billing.
Collect and analyze customer feedback through surveys and regular calls, sharing insights with internal teams.
Detect and track recurring issues, working with relevant departments (Engineering, Product, Sales, etc.) to implement long-term solutions.
Collaborate with the Customer Success Team to refine tools and processes based on field experience.
Identify potential commercial opportunities within the installed base and share leads with the Sales team.
Support strategic planning by establishing KPIs for the installed base and monitoring progress.
Maintain strong working relationships with third-party suppliers to ensure service continuity and quality.