Technical Account Manager

Position Highlights

The Technical Account Manager serves as a trusted advisor and primary point of contact for customers bridging technical expertise with commercial acumen. This role combines pre-sales engagement customer onboarding and ongoing account management with a strong focus on identifying upsell opportunities across clients practices (Cloud Security AWS Network).

Acting as the voice of the customer the Technical Account Manager ensures exceptional customer experience drives Net Promoter Score (NPS) and contributes to revenue growth.

Main responsibilities:

Pre-Sales & Onboarding

Support pre-sales engagements by understanding customer requirements and aligning solutions.
Facilitate smooth onboarding of new customers ensuring technical and operational readiness.
Deliver product demonstrations and technical presentations when required.

Customer Advocacy & Support

Act as the primary point of contact for technical and billing escalations.
Serve as the voice of the customer internally ensuring feedback drives service improvements.
Maintain strong relationships with key stakeholders to enhance customer satisfaction.

Revenue Growth & Upsell

Identify and qualify upsell opportunities across Cloud Security AWS and Network practices.
Funnel opportunities to relevant practice sales specialists for closure.
Contribute to new revenue generation targets through proactive account management.

Performance & Reporting

Monitor and report on customer health NPS scores and account performance.
Maintain accurate records of customer interactions opportunities and escalations.

Success Metrics

Customer NPS Score
New Revenue Contribution (Upsell & Cross-Sell)
Customer Retention & Satisfaction
Timely Resolution of Escalations
Accuracy of Account Documentation

Main requirements:

35 years of experience in technical account management pre-sales or customer success roles.
Strong understanding of cloud networking and cybersecurity technologies.
Proven ability to manage complex accounts and drive upsell opportunities.
Familiarity with CRM tools and account management processes.
Bachelors degree in IT Business or related field.
Certifications in AWS networking or security are advantageous.