Senior Consultant, Technical Account Manager

Senior Consultant, Technical Account Management

About Showpad

At Showpad, we empower others to be at their best. As a business, that means the Showpad sales enablement platform allows revenue teams to engage buyers through industry-leading training and coaching software as well as innovative sales content and engagement solutions. We provide sales and marketing with the software and support they need to enable their teams, drive more revenue and deliver incredible buying experiences. 

Founded in 2011 in Belgium, Showpad is a team of more than 400 people working from our headquarters in Ghent and Chicago or regional offices in London, Munich, San Francisco and Wroclaw.

As an employer who understands the importance of diversity, we are committed to proudly representing the various identities of the communities in which we work and the clients that we serve. We have been recognized as a top workplace by Built In Chicago, Built In San Francisco and Inc. Magazine,  as a top 10 software company in the Inc. 5000 Europe list and won the award for “Most Sustainable Growth Company” by Deloitte Belgium. 

About the Senior Consultant, Technical Account Management position at Showpad

As a Senior Consultant, Technical Account Management, you will serve as the primary point of contact for managing the technical aspects of a customer's relationship with Showpad.  You will ensure their success by understanding their technical requirements and business objectives and aligning them with our products and services. This role requires a strong technical background, proactive planning and programme management, excellent communication skills, and the ability to build and maintain relationships with customers and internal teams.

This role will report into the Global Director, Managed Services.

Key behavioural characteristics:

• Results-driven with a keen ability to devise new solutions to complex problems
• Self-starter who thrives within the balance of autonomy and collaboration
• A strong contributor committed to refining and moving the managed services program forward
• Differentiates between urgency and strategy while understanding how the two intersect
• Routinely zooms out to look at larger strategy
• Managing without authority is a natural ability
• Ownership and accountability are part of your DNA
• Responsive, alert, and customer-obsessed

Key Responsibilities for a Senior Consultant, Technical Account Management at Showpad

Customer Engagement:

• Build and maintain strong relationships with key customer stakeholders
• Conduct regular check-ins, meetings, and reviews to understand customer goals and challenges, demonstrate progress and results against goals, reconfirm priorities and agree next steps for service delivery
• Skillfully recognize & navigate customer politics & conflicts, seeking resolutions in a diplomatic & respectful manner

Technical Showpad Mastery

• Maintain a deep understanding of Showpad products and services, fluently demonstrating the capabilities, new releases, benefits, and value
• Provide technical guidance and issue management to customers, ensuring they maximise the value of Showpad, maintain high levels of good instance health and align with customer goals and objectives
• Provide perspective on Showpad to inspire and challenge your customer, articulating best practices aligned with their use-case
• Fluently explain & demonstrate all of Showpad's upcoming features, synthesizing how they will benefit the customer and improve their Sales Enablement practice
• Articulately position the value of Showpad’s eOS use cases & capabilities tailored to the customer (account, persona & industry)
• Be an expert on Showpad Instance Health, how to generate reports, interpret reports and prioritise recommended next steps based on analysis

Program Management

• Establish mutually agreed instance health improvement and project plans that include scope and are aligned with customer goals, holding stakeholders accountable for the project timeline
• Work closely with Global Resource Manager to support Consultants to support the delivery of the Managed Service plan 
• Instruct, oversee and manage the delivery and quality of work delivered by Consultants assigned to the Managed Services engagement

• Generate reports and analysis to track customer goals and metrics set at the beginning of the relationship and on an ongoing basis to demonstrate impact – inclusive of status updates across their full Showpad services engagements and remaining balance of service credits