Strategic Technical Account Manager

Job Description

Your Role as a Strategic Technical Account Manager: 

This role is for a highly experienced and passionate customer advocate who thrives in a complex technical environment. You'll be a strategic technical advisor to Appspace's key customers, ensuring their success and driving retention and growth.

A Day in the Life of a Strategic Technical Account Manager: 

• Client Relationship Management: Build and maintain strong, long-term relationships with key client stakeholders. Align customer business objectives with Appspace solutions to achieve customer business goals.
• Technical Consultation: Act as a trusted technical advisor by providing expert technical advice and guidance to clients. Explain complex technical concepts to non-technical users.
• Problem Resolution: Identify, diagnose, and resolve complex technical issues promptly and effectively.
• Solution Implementation: Collaborate with cross-functional teams to implement and deploy technical solutions by managing client expectations, ensuring smooth and successful deployments.
• Client Education: Conduct training sessions and workshops to enhance client knowledge and adoption of products and services.
• Performance Monitoring: Monitor system performance, identify potential issues, and implement corrective actions to improve promptly.
• Risk Mitigation: Proactively identify and mitigate potential risks to minimize service disruptions.
• Continuous Improvement: Stay up-to-date with industry trends and emerging technologies to drive innovation.
• Documentation: Actively write and maintain comprehensive documentation of customers deployments.
• Cross-Functional Collaboration: Work closely with sales, engineering, product, support and leadership teams to achieve shared objectives.

What You’ll Need: 

• Education: Bachelor’s degree in Computer Science, Engineering, or a relevant field.
• Minimum of 5 years of experience in a development role, preferably in a customer-facing capacity.
• Strong technical background with a deep understanding of RESTful APIs, JSON data structures, and front-end technologies like HTML.
• Hands-on experience with Microsoft ecosystem applications like Sharepoint, O365, MS Teams, Viva Engage and APIs.
• Experience managing client projects, from requirement analysis to post-deployment support.
• Familiarity with software development and API testing tools such as Postman.
• Experience with complex SQL Database models, PowerShell scripting, Azure platform services and infrastructure tools.
• Excellent communication and interpersonal skills capable of explaining technical concepts to non-technical users.
• Proven ability to build strong relationships with clients.
• Strong problem-solving and analytical skills.
• Ability to manage multiple priorities and work under pressure.
• Proficiency with ticketing systems and CRM tools.
• A passion for customer success and a commitment to delivering exceptional service.

The Perks of Working for Appspace:

For all our team members, we offer a variety of benefits from competitive salaries, employer paid medical, dental and vision coverage and mental health resources.

Additional perks include:

• Flexible work schedules
• Remote work opportunities
• A casual dress work environment 
• Reduced working hours in August 
• Appspace Quiet Fridays (No non-essential internal meetings scheduled)
• Gym allowance
• Training allowance
• Training days off