The Technical Account Manager is the designated point of contact for personalized management of technical support-related issues. You will effectively become a virtual part of our customers’ teams, as well as the Pixsys software development team. You will support existing customers by providing training and technical support. You will engage customers to gather feature requests and collaborate with the software development team to create innovative features to meet those requests. You will work with subject matter experts from all over the United States to generate ideas for improving the software solution. You will conduct on-site visits as appropriate to develop the customer relationship, build familiarity with the customer environment and resolve any open issues (potentially up to 15% travel).
General Responsibilities
- Provide application support and training for existing and new customers
- Provide project management service for new customer implementations
- Cultivate existing customer relationships and track customer feature requests
- Analyze business requirements and communicate them to the software development team
- Demonstrate case management skills for each customer/case by managing timelines, complexity, and communications; proactively involving escalated resources as needed; following up with customers to ensure a total solution to their technical issues has been achieved – complete ownership of issues from beginning to resolution
- Participate in the software development process by assisting in software testing
Requirements
- Bachelor of Science degree in Computer Science, Management Information Services, Business Administration, Industrial Engineering, or applicable work experience
- Preferred 2 years experience:
- Building relationships with external customers
- Communicating technical information to non-technical partners
- Working as a Trainer or Application Support Specialist for an ERP software platform
- Working as an Implementation Specialist for an ERP software platform
- Strong interpersonal and communication skills with the ability to make technical decisions with little or no management intervention
- Strong verbal and written communication skills are required
