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Technical Account Manager
hace 2 meses
About Us
The Workshop is a leading technology company that specializes in developing innovative software solutions for the online gaming industry. Our mission is to empower our customers and their organizations by providing tailored technology solutions that meet their unique needs.
Your Mission
As a seasoned Technical Account Manager, you will play a critical role in shaping our relationships with new and existing clients. Your primary objective will be to cultivate strong partnerships, enhance the client experience, and ensure that our customers feel valued and understood.
Key Responsibilities
- Enhance and cultivate relationships with new and existing customers through proactive efforts.
- Serve as the interface between customers and internal teams.
- Conduct regular customer reviews to discuss their accounts' performance, satisfaction, expectations, and future plans.
- Analyse service data to provide customers with reports on service usage, trends, and recommendations for optimisation.
- Identify service-related issues and collaborate with customers, IT service managers and other internal teams to implement improvement programs.
- Anticipate potential customer service challenges by closely collaborating with IT service managers and other internal teams to mitigate risks.
- Identify customer requirements for additional service & product enhancements.
- Identify gaps in our existing service & product portfolio.
- Explore opportunities to increase service & product adoption for our existing customers.
- Stakeholder Management: Build and maintain strong relationships with internal and external stakeholders, including customers, vendors, and internal teams.
- Support the team principal with the creation and maturing of departmental processes and frameworks.
Requirements
- Proven Technical Account Management experience in a fast-paced growing organisation.
- Solid understanding of IT services and products, including cloud services, cybersecurity, network administration, and data management.
- Excellent interpersonal and customer service skills, with the ability to build relationships and communicate complex technical information clearly.
- Proven track record in managing a diverse range of customers and cultivating robust B2B relationships.
- Experience developing and maturing account management processes.
- Experience of working for a managed services provider an advantage.
- ITIL certification an advantage.
- Strong negotiation skills.
- Proficiency in using management software tools (e.g. Atlassian suite).
- Extensive teamwork experience and ability to effectively lead, engage and motivate others towards a common goal.
- Demonstrable experience and aptitude in working in a matrix organisation where effective and robust negotiating and influencing skills are used successfully while maintaining good working relationships.
- Excellent stakeholder management skills, vendor management skills and experience.
- Good response under pressure and ability to quickly react to changes and to adapt strategies and priorities accordingly.
- Excellent written and verbal communication skills, including the ability to relate effectively to users at all levels and careful attention to detail.
- Excellent analysis and problem-solving skills.
- A great passion for technology that compels you to always keep an eye on new technologies, platforms, techniques, languages and innovation in general.
What's in it for you
As a valued member of our team, you can expect to work in an inspiring and fulfilling environment that is driven by innovation and a passion for technology. You will have the opportunity to work with a global company that is committed to delivering cutting-edge solutions and making a real impact in the online gaming industry.
