Technical Account Manager

Job Overview: The Technical Account Manager (TAM) serves as a key customer contact, ensuringcustomer value realization by providing technical expertise, strategic insights, andproactive engagement. The TAM is responsible for resolving advanced technicalissues, analyzing complex systems, and delivering timely solutions to ensurecustomer satisfaction and operational success. This role requires in-depth knowledge of Fortras solutions and industry bestpractices. The TAM acts as a trusted advisor to clients, maintains strong customerrelationships, serves as an internal liaison, and provides leadership within the clientscare team. In collaboration with the Customer Success Manager, the TAM contributesto account strategy and customer success planning. The TAM also leads technicalcommunications with clients, ensuring alignment and issue transparency. Key Responsibilities: Customer Value Realization: Drive strategic and tactical account management focused on customeroutcomes, goals, and needs. Develop and execute value realization plans tailored to each customer. Identify opportunities to introduce additional Fortra products and expandaccount footprint. Customer Environment Expertise: Maintain in-depth knowledge of each assigned customers environment, users,business drivers, and objectives. Customer Retention: Ensure high customer retention through proactive engagement, effective issueresolution, and increased solution adoption. Advanced Technical Troubleshooting: Diagnose complex technical issues based on unique system configurationsand customer inputs. Validate software behavior against documented specifications. Customer Communication Act as a trusted technical advisor, clearly explaining root causes andresolutions. Provide ongoing knowledge transfer to address skill gaps and improvecustomer product usage. Environment Configuration: Set up and troubleshoot advanced test environments to replicate and resolvecustomer-reported issues. System Analysis: Use advanced expertise to analyze product performance and ensure alignmentwith intended functionality. Issue Escalation & Leadership: Collaborate with internal teams to resolve issues when software does notfunction as intended. Act as a lead and mentor during escalations; serve as an escalation point forcritical issues. Feature Request Documentation: When product enhancements are needed, lead the collection of detailedcustomer requirements. Collaborate with Support, Product, and Customer Success teams to submitand manage feature requests. Mentorship & Collaboration: Mentor junior TAMs and Support Analysts; promote knowledge sharing andprofessional growth. Partner with cross-functional teams to communicate customer needs andresolve challenges. Team and Customer Education: Lead knowledge-sharing sessions with both clients and internal teams. Ensure customers and internal stakeholders understand and can fully utilizeFortras solutions. Continuous Improvement: Contribute to best practices and internal process improvements. Stay current with Fortra solutions, evolving customer needs, and industrytrends. Content Development: Create knowledge base content, documentation, and training materials forinternal and external audiences. Required Qualifications: Bachelors degree in Computer Science, Information Technology, or a relatedfield, or equivalent experience. 4+ years of experience in technical support, system analysis, or related fieldsinvolving complex troubleshooting. 3+ years of experience with Fortra solutions or similar industry products. Strong knowledge of software systems, configurations, and troubleshootingmethodologies. Proven ability to diagnose and resolve complex technical issues. Excellent verbal and written communication skills. Strong problem-solving capabilities and the ability to work independently orcollaboratively. Experience with technical support tools, ticketing systems, and escalationprocesses. Demonstrated customer service experience with project leadershipresponsibilities. Preferred Qualifications Experience leading technical projects or mentoring peers. Familiarity with enterprise software systems and environments. Prior involvement in feature request documentation and collaboration withdevelopment teams. Experience in sales or promotion of Fortra solutions or related industryproducts is a plus. #J-18808-Ljbffr