Technical Account Manager

Overview
In IT, next is always around the corner – the next need, the next threat, the next technology.
As a result, your challenges never stop.
Neither do we.
From platform migrations to cloud deployments to security and governance, we help you create true IT resilience for your data, infrastructure and systems.
Since 1987, we've provided software solutions for the constantly evolving world of enterprise IT.
Quest solutions protect and empower users and data, streamline IT operations and harden cybersecurity from the inside out.
We have the experience to help you manage and monitor your databases, take control of your hybrid environments and secure them all with security solutions that ensure you are ready for the next threat.
We are seeking a highly motivated and experienced Technical Account Manager to join our Quest Platform Management business unit.
In this role, you will be responsible for managing and nurturing relationships with our key clients, ensuring they receive the highest level of support and service.
You will act as a trusted advisor, helping clients to optimize their use of our product and achieve their strategic objectives.
Responsibilities
Act as a primary point of contact for assigned accounts and lead cross functional teams to most effectively address critical product issues at customer sites.
Develops and executes action plans to resolve critical product issues impacting the customer or the business relationship.
Develop strong partnerships with the customer's business and operational leaders to drive focus on product value realization.
Advocate for customers during onboarding efforts and assist with coordination and execution of operational tasks such as training and knowledge transfer.
Ensure the timely and successful delivery of new solutions according to company's objectives
Understand the short-term and long-term business objectives of each customer enabling them to achieve those goals and objectives using our products.
Provide proactive guidance, planning and recommendations for achieving and maintaining the overall health of a customer's environment.
Be the internal advocate for the customer to facilitate the resolution of customer issues through coordination of efforts among internal organizations (technical support, incident and escalation management, product development, product management, and executive leadership teams)
Proactively Analyze tickets and interactions and identify education requirements.
Deliver QBRs with customers in conjunction with sales to review service levels, product health, usage metrics and customer environment performance.
Work with the relevant technical teams to proactively handle customer configurations and recommend customer environment upgrades and add-ons
Maintain a close working relationship with multiple organizations including Support, Pre-Sales, PSO, CSM, and Sales
Understand and communicate the customer's needs to the Account Team
Keep the customer informed of key information that may be critical to their success (e.g.
product roadmaps, new product releases, best practices, customer events, or organizational changes)
Qualifications
Bachelor's degree in Computer Science, Information Technology, or a related field.
4+ years proven experience as a Technical Account Manager or similar role in the IT industry.
Strong technical background with knowledge of database and systems management, Active Directory, and Office 365 management, Saas Technologies, Cyber security.
Languages: Fluent Written and Spoken English required
Excellent communication and interpersonal skills, with the ability to build and maintain relationships.
Problem-solving skills and the ability to think strategically.
Experience with project management and the ability to manage multiple priorities.
Proficiency in using CRM software and other relevant tools.
Ability to obtain a strong understanding of the product or solutions value to the customers business.
Ability to develop a high-level understanding of the product/solutions architecture, components, and configuration.
Ability to learn to navigate various screens and components of the product/solution.
Preferences:
Master's degree in a related field.
Familiarity with cloud computing and cybersecurity best practices.
Ability to work independently and as part of a team.
Experience with Salesforce.com
Nice to have: Familiarity with platform management solutions, such as those offered by Quest, including database and systems management, Active Directory, and Office 365 management.
Other Languages - Spanish, French, German.
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