Technical Account Manager
2 weeks ago
We are seeking an experienced Technical Account Manager to oversee the implementation of Gracenote solutions to our customers. This role involves working with internal and external teams to drive successful delivery of customer engagements. Key responsibilities include contributing to lead generation, owning delivery of video, music, and sports solutions, and managing customer communication throughout project phases. Excellent technical product knowledge and strong communication skills are essential for this role.
Key Responsibilities
- Full customer lifecycle management, spanning strategic client use cases, to make Gracenote's customers successful and increase revenue and retention.
- Contribute to lead generation as a key success metric.
- Own delivery of video, music, and sports solutions to Gracenote customers.
- Manage communication in various project phases, including leading escalations and RCAs.
- Primary technical post-sales contact for key customers.
- Triage and manage status of all assigned customer issues.
- Interface with other Gracenote product, engineering, and content teams to solve complex customer issues.
- Own RFX, cross-sell, and upsell activities, as well as lead pre-sales for prospects.
- Provide overall health information of the customer base, including indicators to identify at-risk customers, using online sales management tools.
- Maintain excellent technical product knowledge on Gracenote's product portfolio.
- Follow through with customers on NPS.
- Bachelor's degree in Business, Information Systems, Computer Science, or related field, or equivalent work experience.
- 5+ years of relevant technical account management experience or equivalent.
- Experience working with significant revenue retention for global customers in SaaS space.
- Demonstrated leadership, communications, project management, organizational, and problem-solving skills.
- Strong sense of ownership and follow-through.
- Demonstrated ability in risk management and problem anticipation.
- Proficiency in working with structured data, Web-based APIs, and Product Demonstration Kits (PDKs).
- Project Management background or PMP certification is a plus.
- Video and/or entertainment background is an advantage.
- Attention to detail and commitment to excellence and high standards.
- Proficiency in German and French is a plus.
- Excellent written and oral communication skills in relevant languages.
- Occasional travel to client sites, conventions, training locations, etc., as required.
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