Hybrid Technical Account Manager

at Quest Software

• Job title: Technical Account Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Budapest, Hungary

About the role

• Technical Account Manager ensuring customer success in identity governance solutions with focus on proactive support and strong partnerships. Collaborating across teams to drive customer satisfaction and service excellence.

Responsibilities

• Technical Account Managers (TAM’s) work closely with the business process owners, administrators and technical resources to ensure overall customer satisfaction and will provide proactive assistance on support cases, help manage open issues; host regularly scheduled meetings as needed to review past, present, and future support activities and status of any current issues; provide quarterly problem management reporting and reviews.
• The TAM will work closely with the Account Management and Partnerships team, comprehend the business priorities and technical environments of strategic customers and partners, as well as develop close relationships with customers and partners.
• Provide complex, consultative technical support to mid-size and enterprise clients for one or more One Identity products to provide unrivalled, timely technical support for One Identity customers and prospects consistent with technical support values.
• Act as a primary point of contact for assigned accounts on technical health related items
• Developing strong partnerships with the customer’s business and operational leaders to drive focus on support related aspects and issues.
• Advocate for customers during onboarding efforts and assist with coordination of operational tasks
• Ensure the timely and successful delivery of new solutions according to company's objectives
• Understand the short-term and long-term business objectives of each customer enabling them to achieve those goals and objectives through the use of our products.
• Provide proactive guidance, planning and recommendations for achieving and maintaining the overall technical health of a customer's environment.
• Guiding and Influencing team members to help ensure consistent service is being delivered.
• Be the internal advocate for the customer to facilitate the resolution of customer issues through coordination of efforts among internal organizations (technical support, incident and escalation management, product development, product management and executive leadership teams)
• Deliver QBRs with customers in conjunction with sales to review service levels, usage metrics and customer environment performance.
• Work with the relevant technical teams to proactively handle customer configurations and recommend customer environment upgrades and add-ons
• Maintain a close working relationship with multiple organizations including Support, Pre-Sales, PSO, CSM, and Sales
• Understand and communicate the customer’s needs to the Account Team
• Keep the customer informed of key information that may be critical to their success (e.g. product roadmaps, new product releases, customer events, or organizational changes)

Requirements

• 4+ years of experience managing enterprise customer relationships as a Technical Account Manager (TAM) or Customer Success manager (CSM).
• 3+ years of direct Support and/or Support Services related experience with a proven track record of delivering business value and improvement.
• Prior customer facing role with good interpersonal skills (written and spoken)
• The ability to present complex ideas, processes and methodologies in a clear, concise fashion to technical, non-technical and executive audiences.
• Ability to work flexible hours
• Ability to travel for customer and office visits
• Technical writing skills
• Experience in Security Solutions, background and knowledge of Identity Manager solutions and PAM solutions is desirable
• Knowledge of and experience with Support delivery tools such and the Microsoft suite of office tools

Benefits

• Health and wellness priority
• Opportunities for career growth
• Collaborative work environment
• Flexible working arrangements