Principal Technical Account Manager

$133,000 - $198,000/Yr

LinkedIn - Elk Grove Village, IL

Full-time - Mid Level

Remote - Elk Grove Village, IL

5,001-10,000 employees

About the position

The Technical Account Manager (TAM) at LinkedIn is responsible for managing relationships with enterprise clients, driving the resolution of technical issues, and ensuring customer satisfaction. This role involves collaborating with cross-functional teams to address client needs, facilitate service reviews, and oversee the delivery of technical projects. The TAM acts as the primary contact for clients, guiding them through problem resolution and integration processes while mentoring new team members.

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 or as a technical project manager.
• 5+ years of technical project management experience.
• 5+ years of customer requirement and impact analysis, including documentation and communication.
• Bachelor's Degree or equivalent experience.

Nice-to-haves

• Project Management experience or PMP certification with proven project management capabilities.
• Understanding of Learning Management Systems and their integration with Learning Experience platforms.
• Experience with Applicant Tracking Systems (ATS) like Workday and Oracle.
• 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.

Benefits

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