Responsibilities
- Support lead Technical Account Managers in tracking the performance and stability of solutions across a set of priority customers.
- Help train users on core platform capabilities, setup principles, and recommended practices.
- Take part in evaluating new updates, bug fixes, and release documentation to gauge potential effects on customer systems.
- Help configure platforms according to customer specifications, under the direction of senior team members.
- Generate and distribute monthly reports on system performance, usage trends, and support metrics.
- Examine data usage and patterns to detect early signs of issues or opportunities for enhancement.
- Support proactive system maintenance and implementation of solution upgrades.
- Work with Technical Account Managers and internal groups to resolve technical issues, analyze defects, and improve system performance.
- Spot opportunities for customers to achieve greater value and escalate them to lead managers for strategic follow-up.
- Engage in customer discussions that position platform features as solutions to operational challenges, supporting growth initiatives.
- Collaborate with the Technical Account Management team to ensure lasting customer relationships, successful project delivery, and product adoption.
- Assist in scoping and estimating work tasks within the Technical Success lifecycle, aligned with customer entitlements.
- Coordinate with internal teams to understand change control procedures and suggest process improvements when needed.
- Work with Technical Account Managers to build and maintain a shared library of reusable solution components.
Requirements
- Minimum of 5 years in IT consulting or enterprise software deployment roles.
- Previous experience with query-based languages and relational database systems.
- Strong technical data abilities, including hands-on SQL data handling and Microsoft Excel proficiency.
Nice to Have
- Familiarity with Sales Performance Management concepts.
- Direct experience with the company's software, including administration, deployment, or support.
- Basic understanding of system setup, data structures, and best practices in data integration.
Team
The Associate TAM operates within the Customer Success unit, collaborating alongside Technical Account Managers to deliver technical support and drive customer success.
Team
Structure: The Associate TAM works alongside Technical Account Managers within the Customer Success organization.
