Principal Technical Account Manager

$133,000 - $198,000/Yr

LinkedIn - Rolling Meadows, IL

Full-time - Mid Level

Remote - Rolling Meadows, 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, driving the resolution of technical issues and managing client relationships. This role involves collaborating with cross-functional teams to address client needs, facilitate service reviews, and ensure high customer satisfaction through effective project management and problem resolution. You will also mentor new hires and lead efforts to improve service delivery for strategic accounts.

Responsibilities

• Act as a leader to cross functional teams including 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, influencing LinkedIn product marketing to address these requirements in their product road maps.
• Manage and lead service reviews with the client's technology and business representatives, proposing quantifiable service improvement plans.
• Gather and prioritize technical requirements, proposing feasible solutions for client projects regarding technical product features and custom integrations.
• Lead and manage relationships with Technical Consultants to ensure understanding of large complex integrations 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, acting as a conduit for customer feedback and status updates.
• Mentor and lead new hires and consultants on the Technical Consultant team.

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 of 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.
• Understanding of Learning Management Systems and their integration with Learning Experience Platforms.
• Experience with Applicant Tracking Systems (ATS) like Workday and Oracle, and their integration with hiring platforms.
• Familiarity with Single Sign-On, xAPI, REST APIs, SQL, Learning Record Store, and Learning Experience platforms.
• Knowledge of case management and collaboration tools like SFDC, Dynamics, Jira, or Confluence.
• Solid presentation skills for both technical and business audiences, particularly with senior executives.

Benefits

• Annual performance bonus
• Stock options
• Comprehensive health insurance
• Flexible work options
• Professional development opportunities