Technical Account Manager in Cambridge

The Position: Reporting to the General Manager, the Technical Account Manager will provide an elevated experience and strategic integration by leveraging the F12 VCIO's to assist in offering an enhanced customer value. They will work cohesively with the managers of the technical teams, Project Teams, and Coordinators Teams for seamless escalations and conflict resolution, as well as enabling the Renewals and Conversions Team for smooth and successful renewal of our flagship clients. The Technical Account Manager (TAM) will have an in-depth knowledge of their account base and build relationships with purpose. They will understand internal F12 team challenges within their base, work to resolve and align to improve the overall customer experience. Partnering with the Account Coordinators, they will ensure smooth aligned delivery of operational resolution and ongoing communication to the customer.

Responsibilities:

• Build Successful Relationships: Builds business relationships with purpose, advancing organizational goals of approximately 30-35 top-tier F12 accounts while maintaining retention of account base. Analyzes individual client challenges and proposes solutions to resolve them by creating, designing, and implementing client roadmaps. Clients view Account Managers as an extension of their organization. Consults and makes recommendations on key business decisions, such as joining client annual business planning sessions. Advocates for the Client within F12. Identifies and collaborates with internal stakeholders to resolve issues or escalations that impact client experience. Presents roadmap to Client in a compelling way. Educates Client on F12 processes that enhance service delivery.
• Business Planning: With guidance from the General Manager, defines measures of success for account base in annual and quarterly business plans. Leverages advice of General Manager to improve roadmap and drive conversion to F12 primary offering. Partners with internal stakeholders on how to improve account base experience within F12. Keeps track of key account metrics. Assesses competitors by analyzing and summarizing information and trends, identifying sales opportunities.
• Technology Advisory: Advises customers on technical scope, such as leveraging F12 services and products to better serve the clients' tasks and goals. Informs and trains clients about F12 products and services. Documents customer needs. Researches current market trends, learns about new technology products and services to create better dialogue with the customer base. Matches customer pain/requirements to potential technology solutions.

Requirements:

• Advanced business knowledge and acumen. Understands the components of a successful business and how IT contributes to achieving goals.
• Formal technical training, such as technical certification(s), or post-secondary education in a technical program, or equivalent.
• Experience working in a technical program or equivalent experience working in a technical/troubleshooting capacity.
• Capable of having technical conversations with vendors, colleagues and customers to scope technical solutions that a technician could deploy.
• Experience building lasting connections that go beyond traditional vendor relationships. Clients view Account Managers as trusted advisors, not simply transactional resources.
• A proactive, strategic thinker. Able to ask the right questions and continuously anticipate Client needs.
• A skilled communicator who can identify a challenge based on Client feedback, translate requirements to internal resources, and communicate the solution back in a way that is easily understood by the Client.