Responsibilities
- Support the lead Technical Account Manager in overseeing the performance and stability of solutions for key VIP clients.
- Guide end users in understanding core platform features, setup principles, and recommended practices.
- Review upcoming product updates, patches, and release documentation to evaluate potential effects on client environments.
- Help configure solutions according to specified client needs, under supervision from senior technical staff.
- Generate and distribute monthly reports on system performance, usage trends, and support metrics.
- Examine how solutions are used and how data flows to detect inefficiencies or improvement opportunities.
- Support the execution of preventive maintenance and enhancements to improve system reliability.
- Work with Technical Account Managers and internal groups to resolve technical issues, analyze defects, and enhance solutions.
- Spot opportunities where clients can gain more value and escalate them for strategic planning.
- Engage in client discussions that position products as solutions to business challenges, supporting growth initiatives.
- Collaborate with the TAM team to ensure lasting client relationships, successful project delivery, and product adoption.
- Assist in scoping and estimating technical tasks within the customer success lifecycle, aligned with VIP service terms.
- Engage with internal teams to understand change control procedures and suggest process improvements when applicable.
- Work with TAMs to build and maintain a shared library of reusable solution components.
Requirements
- Proficiency in advanced SQL is required.
- Minimum of five years of experience in IT consulting or enterprise software deployment roles.
- Background in query-based languages and relational database systems.
- Solid technical data capabilities, including extensive hands-on experience with SQL and Microsoft Excel.
Nice to Have
- Familiarity with the Sales Performance Management space.
- Direct experience with administering, implementing, or supporting related software products.
- Basic understanding of system setups, data architectures, and best practices in data integration.
Team
The Associate TAM collaborates with Technical Account Managers within the Customer Success unit and coordinates with internal teams, TAMs, and stakeholders to ensure effective customer support and technical delivery.
KEY RESPONSIBILITIES
- Advanced SQL is mandatory
- Support the primary TAM in monitoring the health and performance of Varicent solutions across a portfolio of VIP customers.
- Assist in coaching users on foundational Varicent functionality, configuration concepts, and best-practice methodologies.
- Participate in reviewing new features, fixes, and release notes to help assess potential impact on the customer’s environment.
- Contribute to configuring Varicent solutions based on documented customer requirements, under guidance from the senior TAM.
- Prepare and share monthly performance, utilization, and support-related metric summaries.
- Analyze solution usage and data patterns to help identify potential issues or areas for optimization.
- Assist in implementing proactive maintenance actions and solution improvements.
- Collaborate with TAMs and Internal teams to troubleshoot errors, investigate defects, and support solution optimization efforts.
- Identify opportunities for customer value realization and surface to the primary TAM for strategic review.
- Contribute to customer conversations that frame Varicent products as targeted solutions to process challenges, enabling thoughtful upsell, cross-sell, and expansion motions.
- Partner with the TAM team to support sustainable customer engagement, project outcomes, and product adoption.
- Contribute to planning and estimating tasks within the Technical Success journey, ensuring alignment within available customer VIP entitlement.
- Work with internal stakeholders to understand change management processes and assist in recommending improvements where appropriate.
- Collaborate with TAMs to maintain reusable object repository.
