Technical Account Manager

Job Title: Technical Account Manager
Department: Technical Account Management
Reports To: Director of Customer Experience

Role Description:

As a Technical Account Manager at PEAKE, you serve as the primary point of contact for our valued clients, ensuring their technical needs are understood, addressed, and resolved effectively. Leveraging your technical expertise and strong interpersonal skills, you build and maintain strong relationships with clients, providing proactive guidance, support, and strategic advice to maximize the value they derive from our products and services.

Key Responsibilities:

• Client Relationship Management: Build and maintain strong relationships with assigned clients, serving as their trusted advisor and advocate within the organization.
• Stakeholder Communication: Communicate regularly with internal stakeholders, including executive leadership, sales, and product teams, providing updates on client status, feedback, and opportunities for improvement.
• Needs Assessment: Conduct comprehensive needs assessments with clients to understand their technical requirements, challenges, and objectives.
• Account Planning: Develop and execute account plans and strategies to drive client satisfaction, retention, and growth, identifying opportunities to expand and enhance our relationship with clients.
• Product Adoption and Optimization: Drive product adoption and optimization efforts with clients, providing guidance and best practices to help them maximize the value they derive from our products and services.
• Technical Consulting: Provide technical consulting and advice to clients, offering recommendations and insights to help them address their business challenges and achieve their objectives.
• Solution Delivery: Collaborate with internal teams, including product management, engineering, and support, to ensure timely delivery of solutions and services that meet client needs and expectations.
• Technical Support: Provide technical support and guidance to clients, addressing their inquiries, troubleshooting issues, and resolving technical challenges in a timely and effective manner.
• Issue Escalation and Resolution: Act as the escalation point for technical issues and challenges raised by clients, working closely with internal teams to ensure timely resolution and minimize client impact.
• Performance Monitoring: Monitor client performance and usage of our products and services, identifying opportunities for improvement and optimization to drive client success.

Measures:

• Client satisfaction scores and feedback ratings.
• Expansion of services and solutions within client accounts.
• Development and execution of account plans and strategies.
• Achievement of client success and performance improvement goals.

Qualifications:

• Bachelor's degree in computer science, information technology, or related field preferred.
• 2 years of experience in account management, customer success, or technical support roles, with a track record of building and maintaining strong client relationships.
• Strong technical aptitude and expertise, with the ability to understand and troubleshoot complex technical issues across multiple platforms and technologies.
• English fluency (written and verbal) at a business/professional level — this is standard to specify for Philippines-based roles serving US clients, and candidates expect to see it
• Willingness to work US time zones (specify EST/CST/PST as applicable) — this is the single biggest filter and should be explicit
• Experience supporting US or international clients — narrows to candidates already calibrated to your client base's communication style and expectations
• Stable home internet and dedicated workspace — standard for remote Philippine roles
• Excellent communication and interpersonal skills, with the ability to communicate effectively with technical and non-technical stakeholders.
• Proven ability to manage multiple client accounts and priorities simultaneously, delivering exceptional service and support to each client.
• Experience in developing and executing account plans and strategies to drive client satisfaction, retention, and growth.
• Strong problem-solving and analytical skills, with the ability to identify root causes of technical issues and recommend effective solutions.
• Proficiency in CRM systems and account management tools, with the ability to track and manage client interactions and opportunities effectively.