Main Responsibilities and Required Skills for Technical Account Manager

Account manger working on a laptop

A Technical Account Manager (TAM) is a professional who provides technical support, guidance and assistance to clients. They ensure the successful deployment, integration and use of products, fix client problems, and provide technical guidance. In this blog post we describe the primary responsibilities and the most in-demand hard and soft skills for Technical Account Managers.

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Main Responsibilities of Technical Account Manager

The following list describes the typical responsibilities of a Technical Account Manager:

Address

  • Address all product-related queries on time.

  • Address product related questions and technical challenges.

  • Address scope creep through change order management in a proactive manner.

Advocate

Advocate for innovation and enhancements of our product based on customer feedback.

Analyze

  • Analyze and present operational reviews to customer leadership.

  • Analyze clients' needs and develop a road map to bring clients to best practices.

  • Analyze customers' needs and suggest upgrades or additional features to meet their requirements.

  • Analyze customers' needs, suggest upgrades / additional features to meet their requirements.

  • Analyze incident tickets and prioritize standards alignment to reduce tickets.

  • Analyze large sets of data, extract trends, and ensure storefront accuracy.

Assist in

  • Assist in hands-on support for general team deliverables as required by the business.

  • Assist in prioritizing product requirements by communicating client needs and impact.

Attain

Attain Trusted Advisor status with both key business and technical decision makers.

Attend

  • Attend and participate in meetups, conferences, and other industry events.

  • Attend and present at industry forums and conventions.

Audit

Audit and maintain business listings and location directories across the web.

Avoid

Avoid serious critical issues, by providing timely resolution to technical and product inquires.

Build

  • Build and maintains contacts within organization to exchange, explain and interpret.

  • Build and maintain strong, long-lasting client relationships.

  • Build, develop, and maintain one-on-one relationships with our Premier customers.

  • Build documentation, templates and standards within the team.

  • Build long-lasting relationship with client with both domain expertise and industry best practices.

  • Build solutions which leverage novel approaches to existing business and technology challenges.

  • Build strong cross-functional working relationships with Sales, Engineering, and Product.

Coach

Coach all new staff and recognize training opportunities for all staff.

Communicate

  • Communicate new technical features and enhancements to ISV partners.

  • Communicate with all levels of the customer organization as required.

Complete

Complete customer analysis to identify technical problem areas.

Conduct

  • Conduct regular conference calls to review and prioritize outstanding issues.

  • Conduct regular knowledge transfer sessions.

Confirm

Confirm and clarify information gained from listening to customers before transmitting / sharing.

Contribute to

Contribute to the global Premium team through knowledge, training, and resource sharing.

Coordinate

  • Coordinate and execute regular knowledge transfer sessions.

  • Coordinate internal resources to accomplish Visa and client objectives.

Create

  • Create and maintain industry-leading quality and efficiency of service and software delivery.

  • Create / enable creation of project planning document and sign-off in the Operational phase.

  • Create, maintain and improve processes and procedures for diagnosing and resolving issues.

Cross-train

Cross-train your technical team members on client infrastructure.

Define

  • Define, test, and execute optimization and data strategies.

  • Define the operational processes to deliver consistent value to merchants and partners.

Design

Design a data structure that will gracefully flow downstream into integrations or SQL warehouses.

Develop

  • Develop and conducts demos of PayPal product functionality.

  • Develop and iterate on internal processes to ensure consistency across our on boarding engagements.

  • Develop and manage action plan to continuously improve these metrics.

Document

  • Document all Work Orders and Enterprise Support Cases accurately in a timely manner.

  • Document activities for reporting and further follow up.

Draft

Draft and present quotes to clients.

Drive

  • Drive Customer Experience improvements through regular services review.

  • Drive effective communications with clients and internal teams.

  • Drive escalation and follow up with appropriate resources to facilitate timely resolution.

  • Drive expansion revenue opportunities based on need and problems learnt during customer interactions.

  • Drive follow-up of technical Accelerator recommendations.

  • Drive internal project management and technical teams to deliver quality to the customer.

Educate

  • Educate and train clients on best practices for all supported services.

  • Educate merchants on how ongoing enhancements of Visa services may benefit their business.

  • Educate merchants on products and services that can enhance their payment management operations.

  • Educate partners on the platform.

  • Educate, train, and support our clients to ensure optimum utilization of our product suite.

Encourage

Encourage and accept feedback.

Ensure

  • Ensure accuracy of technical solutions proposed by your team.

  • Ensure customers are properly trained to use their products.

  • Ensure prompt and appropriate resolution of strategic customers' and partners' technical challenges.

  • Ensure that system updates and maintenance don't lead to unexpected issues for assigned customers.

Establish

  • Establish and maintain a strong partnership with assigned customer accounts.

  • Establish and maintain internal stakeholder relationships to benefit customer needs.

  • Establish a strong, working relationship with customer and manage customer's expectations.

  • Establish, demonstrate and share best practices among the Acumatica Developer Community.

  • Establish recurring support targets and monitor performance.

Evaluate

  • Evaluate, estimate time / cost / quality and execute change requests..

Facilitate

  • Facilitate and report on overall engagement status and outcomes.

  • Facilitate large group meetings with diverse sets of project stakeholders.

Fix

Fix client problems directly when possible and educate them on how to do so themselves going forward.

Follow up

Follow up with clients when a project is complete / launched and perform AM duties as usual.

Foster

Foster client product knowledge.

Gather

  • Gather market and customer requirements based on ongoing customer visits.

  • Gather, organize, and present data accumulated during lab and field testing.

Give

Give formal presentations and product demonstrations to potential customers.

Grow

Grow the territory and developing customer relationships.

Handle

Handle and drive various requests across multiple client engagements.

Help

  • Help set and achieve sales goals and quotas on a monthly and quarterly basis.

  • Help the learners with any issues.

Host

Host periodic checkpoint and status calls with customer and internal partners.

Identify

  • Identify and advocate for customer products needs with Salesforce Technology and Product teams.

  • Identify and mitigate risk and contribute to a successful partnership.

  • Identify and prioritize short term and long-term goals.

  • Identify client success criteria and execute on game plan.

  • Identify enablement goals and plans.

  • Identify gaps and contribute to knowledge creation.

  • Identify revenue opportunities alongside internal business partners.

  • Identify solutions to reduce Technical support costs.

  • Identify upsell opportunities.

Implement

Implement referral strategies.

Influence

Influence customer to apply best practices and adopt new features.

Introduce

Introduce new forms of communication and client engagement.

Keep

  • Keep in contact with designated customers via email to build strong relationships.

  • Keep site in line with eCommerce trends and best practices.

  • Keep up with trends and developments in Payments, FinTech and e-commerce.

Lead

  • Lead and drive challenging requests across simultaneous client engagements.

  • Lead efforts to produce audience packages around seasonality, holidays, special events, etc..

  • Lead external calls which may be technical in nature.

  • Lead IT to practice for the region.

  • Lead product trainings and perform merchant business reviews as needed.

Love

Love for explaining technical concepts and the moment where you see things.

Maintain

  • Maintain current functional and technical knowledge of the entire Genetec product line.

  • Maintain customer documentation.

  • Maintain high-level technical knowledge of core VMware solutions and future product direction.

  • Maintain support delivery plans that sales can use in future for renewals.

  • Maintain, troubleshoot and repair our's solutions.

  • Maintain uptime of some backend servers for internal use.

Manage

  • Manage and own contending requests across multiple customer engagements.

  • Manage assigned enterprise client accounts including major business partners with significant impact.

  • Manage new merchant implementations and provide consultative payment guidance.

  • Manage social media engagement and advertising.

  • Manage the overall Customer Success relationship with large, complex enterprise-level customers.

  • Manage tickets and point of escalation.

Mentor

Mentor immediate team members as needed.

Monitor

  • Monitor and ensure adherence to Client Service Level Agreements (SLAs).

  • Monitor security issues reported for possible impact to your active account.

Optimise

Optimise content and landing pages.

Organise

Organise project workshops and product trainings with customers during project kickoff stage.

Originate

Originate and implement ideas for sales and share growth via Salesforce.

Own

  • Own and execute customer status calls and reporting, and provide regular service reviews.

  • Own primary reporting for audiences licensing for internal and external purposes.

Participate in

  • Participate in customer-requested meetings and quarterly business reviews (onsite and remotely).

  • Participate in post-sales technical support in a role secondary to the support organization.

  • Participate in requirements, design, and roll out of new products and services.

  • Participate in the interview cycle and assist with the candidate vetting process.

Perform

  • Perform business analytics and performance monitoring of live merchants and partners.

  • Perform competitive analysis and develop competitive positioning.

  • Perform customer onboarding process for new customers / new sites.

  • Perform in-field maintenance and software upgrades as needed.

  • Perform other duties as may be required from time to time.

  • Perform technical reviews and share knowledge to proactively identify and prevent issues.

Plan

Plan, coordinate, and support application upgrades changes and hotfixes.

Prepare

  • Prepare and conduct proactive, client-specific strategy presentations.

  • Prepare and implement a contact plan for each client.

  • Prepare customer surge events including expansion discussion.

  • Prepare project quotations for cost and time.

Present

Present cloud solution proposals to client.

Produce

Produce yearly customer and departmental reporting for tracking customer or service issues.

Provide

  • Provide amazing customer support through live chat for new and existing clients.

  • Provide applications assistance for IIoT related products into the centrifugal pump market.

  • Provide business, technical, and product knowledge support to customer.

  • Provide feedback about quality, gaps and requirements to solutions owners.

  • Provide feedback to internal product owners regarding potential new products or features.

  • Provide on-site assistance as needed to resolve product issues (minimal).

  • Provide periodic account reports and specific KPIs, as required.

  • Provide quick and accurate handling of support interactions – phone, chat, screensharing, email.

  • Provide technical guidance to clients and partners.

Qualify

  • Qualify prospective customers and identifies cross sell and / or up sell opportunities.

  • Qualify the need, identify the success criteria, and execute demo.

Review

  • Review all new software updates to ensure requirements are being met.

  • Review each stage of the negotiation to identify gaps and next steps to address any opportunities.

Solve

Solve problems and make decisions.

Support

  • Support and guidance from the highly professional and knowledgeable team.

  • Support customer satisfaction with ultimate diligence.

  • Support with standard and custom features and service requests from customers.

  • Support your team through customer renewal and expansion events.

Take

  • Take ownership and work towards resolution.

  • Take technical escalations from first and second level support.

Track

Track and deliver multiple projects at a time.

Train

Train customers to use the Catalyst platform effectively.

Travel

  • Travel as required to meet with specific partners / clients.

  • Travel when permitted to client locations.

Troubleshoot

Troubleshoot and provide problem resolution if available.

Understand

  • Understand and analyse customer needs and propose solution using OneSpan products.

  • Understand client's goals and work to ensure audiences are scaling and performing.

  • Understand our contractual service SLAs to ensure that support delivery can meet these needs today.

  • Understand the link between a customer's technical environment and their business demands.

Upsell

Upsell key customers on new features that are launched.

Utilize

Utilize product domain expertise to serve as a trusted technical advisor and account manager.

Work with

  • Work on problems of moderate scope and complexity that require more analysis and inquiry.

  • Work together with business customers and stakeholders from project inception to project delivery.

  • Work to identify and develop efficiencies within the proactive program and account team.

  • Work with Customers and Support to guide issues / critical issues to resolution.

  • Work with Customer Success team in drafting Contracts / amendments for renewals.

  • Work with design / creative teams to develop new email templates for individual segments / occasions.

  • Work with Engagement Managers to provide product information and presentations.

  • Work with engineers, PM teams, and management to improve the seller experience.

  • Work with Marketing to produce Collateral that can be distributed to our clients.

  • Work with product team on client enhancements and roadmap adoption.

  • Work with technical support teams to ensure effective and expedited resolutions for the customers.

Write

Write and input general sales quotes and sales orders.

Most In-demand Hard Skills

The following list describes the most required technical skills of a Technical Account Manager:

  1. Technical Account Management

  2. SQL

  3. Troubleshooting

  4. Javascript

  5. Java

  6. Project Management

  7. CSS

  8. Account Management

  9. Linux

  10. HTML

  11. Customer Support

  12. Adobe Analytics

  13. Jquery

  14. XML

  15. Networking

  16. Databases

  17. Sales

  18. Customer Service

  19. Technical Background

  20. Python

  21. Adobe

  22. Windows Server

Most In-demand Soft Skills

The following list describes the most required soft skills of a Technical Account Manager:

  1. Written and oral communication skills

  2. Problem-solving attitude

  3. Presentation

  4. Organizational capacity

  5. Interpersonal skills

  6. Analytical ability

  7. Adaptable to changes

  8. Time-management

  9. Priority management

  10. Sense of urgency

  11. Multi-task

  12. Work independently with little direction

  13. Confident

  14. Team player

  15. Personal organization

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