Technical Account Manager

SCOPE OF THE ROLE

This role works closely with the Customer Success Team and is a named account resource. The Technical Account Manager is a technical advocate for the customer and may work closely with PDE (Product Development & Engineering) to engage and execute technical customer needs by helping drive the product roadmap to ensure customer satisfaction, value-added functionality & features, as well as a partnership with Customer Success.

This is an essential position requiring a highly self-motivated individual contributor, with the ability to collaborate with various teams within EROAD, and the ability to drive processes and change to adhere to EROAD’s long term strategic initiatives.

RESPONSIBILITIES

• Serve as the lead point of contact for all customer account management matters
• Work closely with Customer Success to manage long-term client relationships, as a team.
• Build and maintain strong, long-lasting client relationships
• Provide deep product expertise to clients and develop a deep understanding of client’s business practices and operating environment.
• Monitor support request flow for assigned clients and aggregate common issues for broader resolution (i.e. product enhancements, training, etc.)
• Become intimately involved with clients’ configurations and architecture to assist with outcomes.
• Work closely with PDE (Product Development & Engineering) to identify features and functionality that are trending among EROAD customers that will provide for more value to customers, as well as provide opportunities for revenue growth internally.
• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
• Develop and understand client’s technical environment, product configurations and business processes.
• Liase with engineering teams for escalated technical issues where appropriate.
• Working closely to collaborate with other customer operations functions to ensure proper management and roll out of customer implementations, installations, etc.
• Work with sales to assist where necessary to provide value-driven product demos as part of the pre-sales cycle.
• Develop new business with existing clients and/or identify areas of improvement to meet sales quotas by working with Customer Success Managers
• Prepare reports on account status, add-ons sales, upsell sales, etc.
• Assist with challenging client requests or issue escalations as neededCultivate a strong culture of talent development

• Proactively engage with community leaders, business, and other customer groups to understand and anticipate business needs
• Instil a customer-first culture, focused around placing EROAD customers at the forefront of every business decision
• Focus on scalability and a growth mindset with detailed focus on providing exceptional service to EROAD customers.
• Understands EROAD technology, product offerings and industries served.
• Fosters and promotes innovative thinking and collaboration across teams
• Mentors team members, helping them to develop skills and capabilities in support of their professional growth
• Leads and contributes to Account Management initiatives as needed
• Ability to travel up to 50%

COMPETENCIES

• A customer-centric mindset
• Deep Technical knowledge and capability.
• Strong relationship building skills
• An excellent reputation as a reliable, customer focused professional that can react quickly to problems while working in a fast-paced & dynamic environment
• Capable of effectively managing multiple projects, teams, time zones, etc.
• Ability to work at 30,000-foot view while working on change management, process implementation, etc.
• Exceptional communication skills (both written and verbal)
• Process oriented and highly organized with the ability to establish comprehensive execution plans.
• Problem solver with solution-oriented mindset
• Ability to motivate teams and help drive a customer focused and obsessed culture within the organization
• Proven ability to lead in high growth organization with scalable mindset
• Ability to manage expectations and requirements of internal and external stakeholders while performing day to day activities via local and virtual channels
• Demonstrated experience managing the expectations of high-profile clients while building a reputation of trust
• Ability to interact and perform in a cross-functional team environment while remaining sensitive to the varying cultures of both internal and external organizations
• Ability to effectively cope with change and maintain high levels of performance while mitigating risk and addressing areas of uncertainty
• Proven analytical and problem-solving abilities