Technical Account Manager

Munch - Superior, CO

Full-time

Superior, CO

Food Services and Drinking Places

About the position

Munch Corp is seeking an exceptional Technical Account Manager to oversee and enhance our client relationships. This role is pivotal in ensuring that our clients receive outstanding service and support, which is essential for maintaining long-term partnerships. The ideal candidate will possess strong project management skills and a solid background in network operations, coupled with a friendly and consultative approach to addressing customer needs. The position will require the candidate to work across various locations in Denver, with the headquarters situated in Broomfield and significant time spent in Littleton, CO. Compensation for this role will be commensurate with experience, reflecting the importance of the position within our organization. In this role, the Technical Account Manager will be responsible for providing an excellent customer experience by anticipating and resolving issues in a manner that exceeds client expectations. This includes seamless project management throughout all phases of the customer relationship, which involves coordinating with customers, account managers, technical resources, and support personnel. The candidate will need to actively listen to customer feedback, monitor interactions, and communicate regularly to evaluate satisfaction while proactively identifying future needs. Additionally, the Technical Account Manager will coordinate with technical personnel to meet customer requirements, manage expectations, and prevent overload or missed deadlines. Documentation of bugs, field notes, and capturing ideas for product and service improvements will also be key responsibilities. The role demands a proactive and organized individual who can thrive in a fast-paced environment, ensuring that all client interactions are handled with care and professionalism. The Technical Account Manager will play a crucial role in bridging the gap between technical teams and business stakeholders, ensuring that all parties are aligned and informed throughout the customer journey.

Responsibilities

• Providing an excellent customer experience for accounts, by anticipating and resolving customer issues in a manner that exceeds the customer expectations
• Seamless project management through all phases of the customer relationship - coordinating with the customer, account manager, technical resources, and support personnel
• Listening carefully for customer feedback by monitoring customer interaction workspaces and other online environments
• Communicating regularly with the customer to evaluate satisfaction and proactively identify upcoming needs
• Coordinating with technical personnel as needed to meet customer needs, while managing customer expectations to prevent overload or missed deadlines
• Documenting bugs, writing up field notes, and capturing ideas and requirements that will improve our products and services

Requirements

• 5+ years experience in managing client accounts
• Requirements gathering methodology and experience
• Experience in the technical networking environment mandatory
• Experience with support and maintenance models
• Ability to understand the customer better than they do, to anticipate future needs and help determine the ideal solution for issues
• A passion for collaboration and a deep understanding of datacenters/network operations
• Superior team organizer and lead, with the ability to coordinate with technical staff without micromanaging
• Translator between business and technical people
• Excellent organizational, analytical and negotiation skills
• Phenomenal communication skills are a must for this job
• Driven to create success in a hopeless situation, through brilliant problem solving, communication, and relentless persistence
• Able to perform well in the face of tight deadlines and tough technical and organizational challenges
• Steadfast and calm in explosive situations