Technical Account Manager
This is a Full Time position.
The Technical Account Manager will consistently demonstrate strong customer focus, responsiveness, and the ability to drive resolution of complex technical issues. This role is critical in ensuring optimal technical services delivery, customer satisfaction, and retention of Managed Services accounts.
Webscale helps companies accelerate their transition to modern commerce with our Intelligent CloudOps Platform by transforming the way they monitor, optimize and secure their online storefronts, allowing e-commerce merchants to make intelligent, data-driven decisions to create a safer, more engaging user experience for their customers. Its fully optimized, highly secure, and reliable automation platform streamlines the migration and management of ecommerce storefronts in any public cloud, including Amazon Web Services, Google Cloud Platform, and Microsoft Azure.
As we expand our business, we are looking to hire a Technical Account Manager to work with our largest and most strategic customers. You will be responsible for resource utilization and cost management balanced with customer satisfaction through effective delivery of managed services. You will be the primary point of contact for a portfolio of Managed Services and will provide end-to-end oversight of the delivery process, ensuring timely issue resolution and delivery of the agreed-upon services.
- Serve as the main technical point of contact for assigned Managed Services accounts.
- Develop and maintain strong relationships with customers, fostering a sense of partnership and collaboration.
- Understand and articulate the scope, delivery model and contractual obligations of each account.
- Collaborate with internal delivery teams to coordinate and execute on customer requirements.
- Manage client expectations around service delivery timelines, issue resolution, and overall account health.
- Work closely with the project management team to ensure accurate tracking and reporting of account status and progress.
- Provide regular status updates to customers and internal stakeholders as needed.
- Act as an advocate for the customer within the company, advocating for necessary changes, modifications or escalations to ensure customer satisfaction.
- – Conduct regular account reviews and provide regular reports to internal stakeholders and senior management.
Standard Qualifications and Experience
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- At least 5 years of experience in a technical account management or customer relationship management role.
- Experience managing Managed Services accounts for customers in various industries.
- Strong relationship building skills; ability to establish rapport, identify customer needs, and develop productive partnerships.
- Familiarity with project management methodologies and tools.
- Strong verbal and written communication skills; ability to communicate complex technical topics in a clear, concise manner.
- Experience with ITSM tools like ServiceNow, Remedy or Jira is preferred.
- Ability to manage multiple priorities in a fast-paced environment, and to work under pressure while balancing customer needs and internal requirements.
- Strong analytical and problem-solving skills to quickly resolve customer issues.
- Strong Technical knowledge – deep understanding of AWS services, architectures and best practices.
- Business Acumen – be able to understand the business needs and goals of the customer and be able to translate technical solutions into business outcomes.
- Communication Skills – excellent written and verbal communication skills. Be able to explain complex technical concepts to non-technical stakeholders.
- Project management – Be able to manage multiple projects and priorities simultaneously and ensure customer expectations are met.
- Collaboration – Must be able to work collaboratively with internal teams – ops, support, sales, engineering – provide feedback around the service.
- Customer Focus – Anticipate customer needs and proactively address issues and work to ensure highest levels of customer satisfaction.
Webscale is a unified observability and delivery platform provider that equips modern ecommerce business owners with deep insight into every facet of ecommerce infrastructure and user experience, while enabling their developers with powerful software to optimize and secure their storefronts. The Webscale platform supports any ecommerce application and can be deployed in any cloud, including Amazon Web Services, Google Cloud Platform, and Microsoft Azure. Webscale powers Fortune 1000 brands including Dollar General, Unilever, Swarovski, Olympus, Regal Cinemas, and many more B2C and B2B ecommerce storefronts across 12 countries. Webscale has offices in Santa Clara, CA, Boulder, CO, San Antonio, TX, Bangalore, India, and London, UK.