Symphony Communication Services - New York, NY
posted 4 months ago
Symphony is seeking a Technical Account Manager (TAM) to maintain and grow Symphony implementations with enterprise accounts. The TAM will work closely with various teams including Sales, Account Management, Product Management, Support, Customer Success, and Engineering to ensure that Symphony's products and services meet the expectations of clients. As a trusted technical advisor, the TAM will be responsible for the health and growth of Symphony technology and integrations within their assigned accounts, serving as the primary point of contact for any technical service issues. This role requires developing and reinforcing strong relationships with clients, particularly with key partners and decision makers. In this position, the TAM will discuss product architecture, compliance, security, and risk with stakeholders, coordinating internally for support on these topics. They will take ownership of all technical and product initiatives for designated accounts, collaborating with Sales to ensure retention and increase penetration of enterprise accounts. The TAM will work alongside Account Managers to map out account structures, identify decision makers, and establish touch points for technical operations. Additionally, they will partner with Sales on presales opportunities, gather product requirements, and advocate for customer needs within Symphony, working closely with product teams to provide updates on the product roadmap to customers. The TAM will develop a comprehensive understanding of the customer environment and operational constraints, ensuring that customer configurations are documented and integrated into the product development lifecycle. They will work with assigned accounts to establish well-defined IT and business processes for cloud and on-prem deployments, coordinating go-to-market strategies for new product features to ensure an optimal customer experience. Furthermore, the TAM will provide detailed reviews of technical operations performance, metrics, and service disruptions to both the management team and customers, assisting Support Engineers in troubleshooting technical issues and service outages for assigned accounts. They will also be responsible for escalating issues to Symphony senior management to ensure timely resolution of service outages.