Technical Account Manager - SaaS Products

Job Description:

We are currently seeking an experienced and customer-focused Technical Account Manager to join our team. The ideal candidate will have a strong technical background, excellent communication skills, and a deep understanding of Software as a Service (SAAS) products. As a Technical Account Manager, you will be the primary point of contact between our organization and key clients, ensuring their success and satisfaction with our SAAS solutions.

Key Responsibilities:

- Client Relationship Management: Build and maintain strong relationships with key clients. Serve as the main point of contact for technical inquiries and issue resolution.

- Technical Expertise: Develop a deep understanding of our SAAS products and their technical architecture. Provide technical guidance and best practices to clients for the optimal use of our solutions.

- Implementation Support: Assist clients in the successful implementation and integration of our SAAS products. Collaborate with internal teams to address technical challenges and ensure smooth onboarding.

- Issue Resolution: Investigate and resolve technical issues raised by clients, coordinating with development and support teams as needed. Proactively identify potential issues and work towards their resolution.

- Product Training: Conduct product training sessions for clients to ensure they fully leverage the capabilities of our SAAS offerings. Provide ongoing education on new features and updates.

- Account Growth: Identify opportunities for upselling or cross-selling additional products or services to existing clients. Collaborate with the sales team to support renewal and expansion efforts.

- Performance Monitoring: Monitor and analyze client usage patterns and system performance. Provide recommendations for optimization and improvements.

- Documentation: Maintain comprehensive documentation related to client interactions, issues, and resolutions. Contribute to knowledge base articles and other support materials.

Qualifications: Bachelors degree in Computer Science, Information Technology, Business, or related field.

Experience:

- X years of experience in a Technical Account Management or similar customer-facing role.

- Experience working with SAAS products and technologies.

Skills:

- Strong technical background with a good understanding of SAAS architecture.

- Excellent communication and interpersonal skills.

- Problem-solving and analytical abilities to address client challenges effectively.

- Project management skills to coordinate client implementations and issue resolution.

- Customer-focused mindset with a commitment to client success.

- Ability to collaborate effectively with cross-functional teams.

- Familiarity with CRM tools and support systems.