Principal Technical Account Manager

$133,000 - $198,000/Yr

LinkedIn - Chicago, IL

Full-time - Mid Level

Remote - Chicago, IL

5,001-10,000 employees

About the position

As a Technical Account Manager (TAM) at LinkedIn, you will serve as the primary contact for large enterprise clients, focusing on resolving technical issues and enhancing customer satisfaction. This role involves managing cross-functional teams to address client needs, leading service reviews, and ensuring effective communication between clients and LinkedIn's internal resources. You will also mentor new hires and consultants, driving impactful relationships and service improvements for strategic accounts.

Responsibilities

• Act as a leader to cross functional teams that include Sales, Customer Success Managers, Technical Consultants, Customer Service, Product Management and Engineering to monitor customer issues and deliver integration and service projects
• Represent the client's technical and functional needs, and influence LinkedIn product marketing to understand and address these requirements in their product road maps
• Manage & lead the service reviews (monthly, quarterly, etc) with the client's technology and business representatives for respective account(s) and propose quantifiable service improvement plans
• Manage gathering and prioritizing technical requirements and proposing feasible solutions for client projects with respect to technical product features/custom integrations/implementations and manage through delivery with high customer satisfaction
• Lead & manage relationships with the Technical Consultants to ensure a strong understanding of large complex integrations & system changes and product trends
• Own efforts of corporate resources, setting priorities, tracking deliverables and resolving schedule and resource conflicts
• Lead regular internal and customer-facing meetings and act as conduit for customer feedback and status updates
• Lead new hires and consultants on the TC team, acting as a mentor & leader within the group
• Position and delivery of professional services (TAM as a service) for new business and at renewal of existing accounts

Requirements

• 8+ years of customer facing experience in a Technical Account Manager role and/or 8+ years of experience working as a technical project manager
• 5+ years' of technical project management experience
• 5+ years' customer requirement and impact analysis including documentation and client and internal communication
• Bachelor's Degree or equivalent experience

Nice-to-haves

• Project Management experience or PMP certification with proven project management capabilities and stakeholder management
• A good understanding of Learning Management Systems and how they integrate with Learning experience platform and content delivery
• Highly preferred experience working with Applicant Tracking Systems (ATS) like Workday and Oracle, and how they integrate with Hiring platforms
• Experience and/or Familiarity with Single Sign-On, xAPI, REST APIs, SQL, Learning Record Store, and Learning Experience platforms
• Keen attention to detail and the ability to prioritize and manage multiple customer projects at once
• Knowledge and prior use of case management and collaboration tools like SFDC, Dynamics, Jira or Confluence
• Knowledge and prior experience in query tools
• Solid presentation skills for both technical and business audiences, particularly with senior executives and complex customers

Benefits

• Annual performance bonus
• Stock options
• Comprehensive health insurance
• 401(k) retirement plan
• Flexible work hours
• Professional development opportunities
• Paid time off and holidays