Technical Account Manager

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Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 95 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely

Overview:

Precisely is seeking an experienced Technical Account Manager to lead strategic and technical engagements with our North American customers. Precisely Technical Account Managers are trusted advisors who own business critical support and expansion programs with our most strategic customers. Technical Account Managers work cross functionally to enable both technical and non-technical teams to improve efficiency, expedite fixes, improve visibility for stakeholders, streamline communications, and reduce risks to our customers' success. Our Technical Account Managers delight customers through collaborative escalation prevention, leadership on best practice adoption, and coordinating ongoing change management efforts. ​ 

What you will do:

• Manage assigned enterprise accounts across in APAC and EMEA.​
• ​​Program management: Strategic guidance and tracking of customer goals, product updates, support issues, and development tasks.
• ​​Escalation ownership: Driving resolution of high profile issues, coordination of technical fix deployment and testing, delivery of root cause analysis documentation, and assessing/addressing risks.​
• ​​Shepherding customer implementations through each phase of the project lifecycle from ideation through to post launch support and continuous improvement.​
• ​​Executive presence in managing customer stakeholders, internal coordination, and influencing decision makers at all levels.​
• ​​Coordination and communication with all parties involved in customer projects, renewals, and expansion opportunities.​

What we are looking for:

• Minimum a Bachelors Degree in Engineering/ Computer Science/ Information Technology or related field.
• Minimum 10 years experience in a customer facing role in technical support, program management, project management, sales engineering or technical account management.
• Prior experience in software industry would be preferred.
• Prior experience in consulting background would be highly preferred.
• Exceptional verbal/ written communication and organizational skills.
• Experience managing complex customer solutions in a production environment.
• Ability to liaise cross functionally with internal and external technical and non-technical teams.
• Confident in leading discussions with customers to drive resolution and alignment toward proactive and preventive improvements to processes and mechanisms. 
• Working knowledge of leading project management methodologies. 
• Technical aptitude for both emerging technologies and legacy support models. 
• Experience working with public cloud providers and/or on-premises software hosting.
• Prior experience managing customer support workflows or operations. 
• Technical knowledge of SQL, RESTful services, ETL, and MDM solutions.
• Experience with Data Governance and/or Location Intelligence best practices.
• Ability to travel domestic and international up to 10% of the year. 

This role can be completely remote.

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