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Technical Account Manager
il y a 1 mois
Casting a Vision for Customer Success
Casting a vision for customer success is a critical role that requires a unique blend of technical expertise, business acumen, and interpersonal skills. As a Technical Account Manager at CAST, you will be responsible for ensuring top-level customer satisfaction, creating and maintaining customer success plans, and establishing clear retention goals and process milestones for the client and employees to work toward.
Key Responsibilities:
- Ensure successful onboarding of CAST's customers with a continuous follow-up process.
- Improve tutorials and other communication tools and infrastructure.
- Become an expert on CAST products and provide technical support to clients.
- Help clients to understand the best ways to use CAST products based on their business or technical needs.
- Engage with IT and Business executives and quickly understand their KPIs and their short-term/long-term priorities in order to provide additional value from CAST product that can help them attend their objectives.
- Establish and drive Governance with the client, service providers, and cloud providers.
- Follow-up on the actions and become an advocate for our clients within CAST.
- Help accelerate change in development practices, accelerate modernization, detect risks early in software development, provide guidance on modern architectures, and increase team efficiency.
- Accelerate adoption of CAST Software Intelligence and integrate CAST solutions into customer's organizations and processes, deploy metrics and Key Performance Indicators to track and continuously improve the business value.
- Create and animate a vibrant customer community around CAST products and create relationship with champions and ambassadors that will share the product's benefits and value internally at the clients and on external CAST or partner events.
- Advocate client concerns and opportunities with the Sales, Support, and Professional Services teams within CAST.
Requirements:
- ~5+ years of experience as a customer advisor, customer success manager, or Technical account manager, or technical consultant or Architect.
- ~ Proven track record of impacting development organizations by bringing new practices and increased performances.
- ~ Communication skills with ability to connect and influence Senior Management and C-Level, presenting improvement plans, managing objections and expectations, and making such plans adopted.
- ~ Proven ability to identify and resolve technical and non-technical issues, with a customer-focused approach.
- ~ Experience in interpreting metrics and making data speak to define and track improvement plans, using various reporting tools and methodologies.
- ~ Active listening skills; superior interpersonal skills; ability to work effectively with cross-functional teams.
- ~ Successfully deployed IT scorecards or adoption/success performance measurement systems.
- ~ Strong technical background in software development with understanding in application architecture, application development, and lifecycle management practices.
- ~ Good understanding of software portfolio management, ADM productivity management, ICT cost control, modernization programs, risk management, and SDLC transformation programs.
- ~ Good understanding of budgeting challenges for Sr Management in application development space.
- ~ Master degree in Computer Science or a related technical discipline.
- ~ Language: French & English fluent.
What We Offer:
If you're passionate about driving customer success and have a track record of delivering results, we'd love to hear from you.
