Technical Account Manager

$80,000 - $110,000/Yr

Social Mobile - Hollywood, FL

Full-time - Mid Level

Hollywood, FL

About the position

The Technical Account Manager (TAM) at Social Mobile is responsible for building and maintaining strong relationships with key enterprise clients, ensuring their technical needs are met and maximizing their satisfaction with the company's products and services. The TAM acts as a trusted advisor, providing guidance on operations and optimization of Social Mobile's solutions, while serving as the primary technical liaison between clients and internal teams. This role is crucial for increasing client satisfaction, retention, and awareness of product improvements.

Responsibilities

• Build exceptional client relationships by acting as a technical advisor to assigned enterprise clients.
• Help clients attain maximum value from the products or services they've purchased.
• Map client business processes to Social Mobile's product capabilities, identify gaps, and work with stakeholders to bridge those gaps.
• Manage and understand client escalations and business pain points.
• Partner with internal teams on incident resolution ensuring that the client is engaged and aware of action plans and resolution timing.
• Gather requirements from clients on UI, device performance, apps, device hardware, etc.
• Triage information to all internal and external parties including bug tracking and bug fixing.
• Support QA for all technical issues from clients including Quality Reviews for all products.
• Own escalations to resolution for assigned accounts, ensuring client and internal stakeholders are updated at defined intervals.
• Develop support and action plans with internal teams to drive issue resolution for clients.
• Ensure RCAs are completed and delivered to clients for critical incidents.
• Establish and maintain regular meeting cadence with account stakeholders.
• Provide weekly updates to key client support contacts on open support tickets and activities.
• Conduct monthly operational meetings with client key stakeholders to provide an overview of support and solution health.
• Facilitate quarterly stakeholder alignment meetings on key projects/initiatives, account health, and intelligence.
• Communicate proactively with clients regarding product and program information, supportability issues, and strategic product plans.
• Act as engineering support for all products till end of life of product while gathering feedback from clients for future products.
• Maintain and expand working knowledge of current and pre-released Social Mobile products.
• Promote the value of our products and software use with as little customization as possible.
• Participate in health checks, product adoptions, CR requests, release management, and monitoring.

Requirements

• Bachelor's of Engineering (Electrical/Computer Science)
• Minimum 10+ years of experience in client engagement, technical support, or account management role
• Minimum 3-5 years of experience with mobility products (cellular)
• Experience working for a device manufacturer (Samsung, Zebra, or Bullitt)
• Experience working for an EMM (Ivanti, VMWare, Soti, or other)
• Experience with hardware and software implementation project(s) in requirement gathering, functional specifications, QA, user acceptance testing, or training
• Understanding of hardware and software development lifecycle methodology
• Experience applying change management concepts
• Working knowledge in 5G, 4G, Wi-Fi, BT, Android
• Excellent interpersonal, communication and presentation skills
• Exemplary attention to detail
• Ability to adapt to various work settings and serve in an advisory/leadership role
• Strong project management skills, including the ability to manage multiple projects simultaneously
• Ability to manage multiple priorities and deadlines effectively
• Excellent problem solving and decision-making skills for complex problems across functional areas and stakeholders
• Ability to work cross-functionally and collaboratively with clients, team members, and stakeholders in technical and non-technical capacities.

Benefits

• Competitive salary ranging from $80,000 to $110,000 per year
• Opportunities for professional growth and development
• Flexible work environment
• Health insurance options
• 401k retirement plan