Cloud Technical Account Manager

3 months ago

Nagpur, India MicroStrategy Incorporated Full time
Job Description

Role

The Technical Account Manager (TAM) manages a portfolio of customers who have implemented our technology solutions with the goal of increasing product usage and overall adoption. This position is an integral part of MicroStrategy's long term relationship with its customers. The efforts put forth by this person will directly impact the value realized and the ultimate success of the business relationship. Beyond direct interaction with our customers, TAM’s will work with internal MicroStrategy business units to ensure customer needs are being met in a timely manner. To succeed in this role, this person must have an intense focus on customer success with strong influence abilities. 

Responsibilities  

Develop strong customer relationships that enable MicroStrategy to become a trusted advisor to our customers  Provide business acumen for customers and strive to understand the business problem we are solving in order to best manage the evolution of the solution and exceed customer expectations  Develop strong technical understanding of all MicroStrategy products  Execute programs to ensure that MicroStrategy is fully aware of the customer's adoption level, value realization, and overall satisfaction with the technology solution(s)  Work with the product management and product development organization to channel client feedback and solutions into future releases of the product(s)  Collaborate cross functionally to achieve customer satisfaction and resolve customer issues in a timely fashion  Collaborate with Sales Account Management and executives to identify areas of solution expansion and adoption opportunities  Ability to work outside of normal business hours during extraordinary events to ensure customer satisfaction and success 

Qualifications  

Bachelor’s degree, preferably in a technical field (Information Systems or equivalent)  High level knowledge of enterprise IT organizational, business, and technical environments  Understanding of enterprise software implementation practices Minimum of 3 years of IT customer service experience / strong customer focus  Minimum of 3 years of technical account management, engagement management, system implementation, technical support or system integration consulting experience  Minimum of 2 years of experience communicating with internal Senior Management and managing multiple, simultaneous, cross-functional work streams  Able to support MicroStrategy customers during European hours. Willing to work from our Nagpur office. Enthusiastic personality and self-starter with an ability to identify areas for improvement  Strong time management skills to prioritize workload, multi-task, meet deadlines, and manage competing priorities under pressure  Strong analytical skills, detail-oriented, persistent and not afraid to ask questions. Able to analyze, implement and improve complex systems/processes  Excellent oral and written English communication skills  Willingness to travel; travel could be up to 10-25% depending on location of customers 

Preferred  

AWS/Azure Cloud technology experience  MicroStrategy platform usage or administration experience 

This role will be based in Nagpur. Required in office 5 days per week.

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