Convergeone - Bloomington, MN
posted 4 months ago
The Verint Technical Account Manager (TAM) at C1 is a pivotal role designed for a seasoned account manager and technical resolution professional. This position is responsible for exceeding customer expectations, enhancing processes and technology, and achieving company growth objectives. The TAM serves as the primary point of contact for assigned key accounts, ensuring that customer issues are resolved efficiently and effectively. This role involves a deep understanding of Verint technology and services, enabling the TAM to assist customers in overcoming challenges and expanding their use of Verint products. The TAM is also tasked with being a reference for prospective customers, showcasing the value and effectiveness of C1's offerings. In this role, the TAM will develop and maintain productive relationships with assigned accounts, conducting regular discussions to review open issues and understand the unique needs of each customer. The TAM will provide effective triage and troubleshooting assistance, working closely with various C1 teams, including technical support and professional services, to ensure that all technical challenges are addressed within established service level agreements (SLAs). The TAM will also be responsible for capturing best practices and common questions, contributing to the knowledge base to enhance overall customer experience. The position requires a proactive approach to customer satisfaction, retention, and reference ability. The TAM will assist customers in preparing for go-live scenarios, ensuring they feel confident in using C1's products in a live environment. Additionally, the TAM will identify opportunities for product and service improvements, driving enhancements that will benefit customers and contribute to their success. Mentorship of Associate TAMs and providing technical training to others are also key responsibilities of this role, ensuring a collaborative and knowledgeable team environment.