Technical Account Manager

December 6

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CoreView

WebsiteLinkedInAll Job Openings

Office 365 Reporting • Microsoft • Office 365 • Office 365 Management • Office 365 adoption

51 - 200 employees

☁️ SaaS

🔒 Cybersecurity

🏢 Enterprise

💰 Series B on 2020-10

Description

• About CoreView (A Microsoft Gold Partner) • CoreView is the Global Leader in Effortless M365 Security, Governance, and Administration. • Offering an end-to-end solution that stretches across the whole M365 ecosystem; from your tenant level configurations, right up to your most critical workloads. • Created by M365 experts, for M365 experts, CoreView makes best practice for M365 effortless by simplifying, unifying, and enhancing the M365 admin experience. • CoreView empowers 1500 M365 organizations to turn the tide on endless tasks, deliver best practice security, and drive ROI. • As we grow, we are looking to hire people who believe in our values and our goals. Our values are the core of everything we do; • Collaboration – Sharing knowledge, resources and support to drive success • Ownership – Holding ourselves accountable for delivering excellence • Respect – Valuing every voice to build a stronger tribe • Empathy – Understanding each other to foster a supportive workplace • We are committed to creating a diverse and inclusive global workplace, helping each other achieve our goals, and trying to have fun along the way…. • Job Summary  • We are looking for a dedicated Technical Account Manager (TAM) to join our post-sales team, focusing on nurturing and expanding our relationships with existing clients through technical expertise and strategic account management. • This role is pivotal in ensuring the seamless transition from pre-sales to post-sales, with a significant emphasis on working closely with the Pre-Sales Technical Engineer (PSE) team during the handover process. • The TAM will be responsible for overseeing the entire customer lifecycle post-sale, ensuring that our solutions meet the evolving needs of our clients and driving successful adoption and satisfaction. • Responsibilities • Pre to Post-Sales Transition: Collaborate closely with the Pre-Sales Technical Engineer (PSE) team to ensure a smooth handover of client accounts. Understand the technical and business context of each sale to tailor post-sales support effectively. • Mapping Technical Roles: Identify and engage with key technical roles within client organizations, such as tenant admin, AD tech, firewall/network manager, identity manager, and implementation manager for ServiceNow integration, along with PowerShell script users for report generation. • C-Level Engagement: Strategically plan and conduct meetings with C-Level stakeholders to understand their business objectives, align on expectations, and reinforce the value of our partnership. • Issue and Success Metrics Validation: Work collaboratively with clients to understand, review, and validate their issues, needs, and success metrics. Develop and agree on a success plan with clear, measurable outcomes. • Solution Advocacy: Present and explain implemented solutions and documentation to stakeholders, ensuring they are fully informed and aligned with the agreed success plan. • Adoption Monitoring and Remediation: Continuously measure solution adoption, identifying areas for improvement or remediation to ensure ongoing client satisfaction and success. • Growth Opportunities: Proactively identify upsell and cross-sell opportunities, engaging clients in discussions about how additional services or enhancements can add value to their business. • Professional Services Engagement: Discover and propose professional services opportunities to further support client objectives and solution effectiveness. • Business Value Review (BVR): Conduct regular BVR sessions focusing on evaluating success metrics, adoption rates, and uncovering new business opportunities. • Continuous Engagement: Maintain regular touchpoints with clients to discuss their ongoing needs, support requirements, and any queries or requests they may have. • Contractual Management: Oversee contract renewal negotiations and true-ups, serving as a primary escalation point for any support requests. • Product Roadmap and Training: Keep clients informed about new functionalities and future product roadmaps. Facilitate training sessions to encourage the adoption of new features. • Service Management: Monitor and manage the service ticket lifecycle, ensuring all client issues are resolved promptly and satisfactorily.

Requirements

• Proven experience in a technical account management or similar role within a post-sales environment. • Strong Microsoft 365 technical background with the ability to engage and communicate effectively with C-Level executives and technical stakeholders. • Experience in managing client transitions from pre-sales to post-sales, with a clear understanding of the sales cycle and customer lifecycle management. • Excellent problem-solving, negotiation, and presentation skills. • Ability to work collaboratively across teams, including close interaction with pre-sales engineers, to ensure a unified and seamless customer experience. • This role is a unique opportunity to play a critical part in our clients' success, driving the adoption and satisfaction of our solutions post-sale. If you are passionate about building long-term client relationships and have a track record of technical and account management success, we would love to hear from you.