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Customer Success

Technical Account Manager

We are seeking a highly skilled and motivated Technical Account Manager to join our collaborative team. The Technical Account Manager will serve as a key liaison between our internal teams and customers, ensuring smooth communication, understanding of client requirements, and successful delivery of technical solutions. This role requires a combination of technical expertise, excellent communication skills, and a proactive approach to problem-solving.

Responsibilities:

Client Relationship Management:

  • Build and maintain strong relationships with clients, understanding their business needs and technical requirements.
  • Act as the main point of contact for technical account overviews, updates, and escalations.
  • Drive customer adoption and satisfaction.

Technical Consultation:

  • Understand the customer’s deployment and configuration of our SaaS solutions and how that aligns with expectations to meet or exceed business objectives.
  • Collaborate with and serve as a liaison to internal teams to satisfy customer requirements.
  • Offer technical insights and recommendations internally to CSMs and Support Personnel.
  • Understand cloud infrastructure, APIs, integration, and security best practices.
  • Be a product expert; ability to think strategically and clearly articulate recommendations.

Project Coordination:

  • Work closely with internal technical teams to ensure timely and successful delivery of solutions.
  • Coordinate and monitor project timelines, ensuring alignment with client expectations.
  • Work closely with the Customer Success Team to understand impact of outstanding issues on adoption.  Ensure all are aligned on plan forward encouraging adoption and expansion.
  • Generate regular reports on customer health, project status, KPIs, and client satisfaction.
  • Assist in designing new and analyzing metrics to measure adoption and expansion and identify risks.
  • Monitor service health and proactively address potential issues.

Issue Resolution:

  • Proactively identify and address technical issues or challenges that may arise with customer projects by eliciting options from internal resources.
  • Facilitate and design a resolution plan for customers serviced as a TAM.
  • Provide guidance to Support and Customer Success Personnel.
  • Participate in on-call coverage periodically to cover for unexpected events.

Product Training and Support:

  • Conduct training sessions for clients on the effective use of our products/services.
  • Provide ongoing technical support and troubleshooting assistance as needed.
  • Maintain accurate and up-to-date documentation related to client interactions, technical configurations, and issue resolutions.

Qualifications:

  • Results-driven and passionate about delivering exceptional service.
  • Bachelor’s degree in a relevant technical field or equivalent experience.
  • Proven experience in a Technical Account Management or similar role – 5+ years.
  • Experience with CLM solutions (Malbek a bonus). Must have experience with SaaS and serving large enterprise customers.
  • Experience with Legal Ops.
  • Strong understanding of technical concepts, software development, and project management.
  • Excellent communication skills, both written and verbal.
  • Ability to translate technical information for a non-technical audience.
  • Problem-solving mindset and the ability to thrive in a fast-paced environment.
  • Excellent organizational skills allowing for multi-tasking and exceeding expectations of multiple large enterprise customers.
  • Understanding of CRM software and project management tools.