The Technical Account Manager, or TAM, is a role within the Customer Success Department established with the primary goal of ensuring customer satisfaction, success and greatest possible return on investment of iManage solutions and services.
The TAM accomplishes their primary goals through a set of activities that are designed to be proactive, prescriptive and advisory to the customer’s technical and business requirements. As the assigned customer advocate, the TAM also liaises customer issues, requests, and inquiries to the appropriate inter organizational department(s) and/or role(s).
The TAM therefore plays a critical role in the overall retention of customers through the successful execution of their responsibilities and in their development of meaningful business relationships with their assigned customer base.
A successful TAM is an individual with the ability to leverage their deep technical understanding of the products, experiential business acumen, tack and communication skills, while advocating for the needs of the customer to the organization.
PRIMARY FUNCTIONS AND RESPONSIBILITIES
As an advocate, the employee is collectively responsible for:
Being the customer advocate and performing as a world class customer liaison.
Understanding the customer’s relevant business challenges, risks, and needs.
Understanding the customer’s roadmap and plans for iManage solutions.
Functioning as a trusted advisor for “best practices” and driving adoption of iManage solutions.
Serve as an escalation point for chronic or high severity product issues.
When needed, facilitate participation in early adopter programs.
Translate customer requirements and support needs into action plans with performance excellence as well as meet targets and objectives to achieve high customer satisfaction and trust.
From an Account Management perspective, the employee is collectively responsible for:
Operational insight & validation activities; these include:
Profiling / baselining customer eco system to:
Ensure reasonable documentation of the environment.
Familiarize yourself with of customer operational environment.
Familiarize yourself with the technical staff responsible for supporting the solution’s operations and their capacity/ability to support said environment.
Ensure starting point for current/desired state analysis.
Optimize iManage solution investment; this includes:
Performing and documenting basic Health Checks in accordance to established standards.
Perform and document Operational Capacity Analysis in accordance to established standards.
Perform and document product utilization analysis in accordance to established standards.
Plan and align customer’s product strategy by:
Performing Product Roadmap updates and advise on customer’s long-term strategy through the development of business/solutions roadmaps.
Provide guidance on the deployment of iManage solutions.
Develop and present scheduled business reviews with a focus on:
Establishing the value proposition of the solution.
Report on the experienced ROI of solutions currently in production, e.g.; utilization, number of documents under DMS control, risk mitigation, etc.
Review of the status of agreed upon strategic accomplishments for the year.
Establish strategic agenda and objectives for the following year
Develop and present scheduled Solutions reviews with a focus on:
Engagement, inclusive of Health Checks, Technical Drill down sessions, Roadmap update meetings, etc.
Advocate for the training and education of the customers operational staff as deemed necessary.
Engage the community through Roadshows, Blogs, User Groups, etc.
Perform and/or coordinate product deep dive sessions and briefings.
Educate customer and partner community on best practices and solutions by participating in forums, writing KB articles and educational webinars.
Technical Account Managers require continual technical development and knowledge of the organization’s product offerings, as such:
They are required to be present at the Cross-Sprint demonstrations/ meetings as time allows.
They are required to pursue Technical certification on iManage products as time allows.
They are encouraged to pursue personal lines of technical inquiry that may be leveraged to further enhance the delivery of service for the department/role.
Technical Account Managers liaise customer’s needs to internal departments and organization. As such they are responsible for:
Continually familiarizing themselves with the organization, roles and responsibilities of staff members and the value they provide to the organization.
Providing precise, meaningful and actionable feedback of issues, requests and inquiries.
Striving to understand the content and context of each issue, request and inquiry to mitigate unnecessary iteration.
Technical Account Managers have additional operational responsibilities including but not limited to:
Assisting in the maturation surrounding the TAM service delivery model.
Managing and owning competing requests across multiple customer accounts.
Ensuring accurate representation of customer activities to the organization.
EDUCATION AND EXPERIENCE
This job requires:
Three (3) plus years in a practical engineering or senior administrative capacity of one or more products within the iManage solutions portfolio
Three (3) plus years in a supervisory position over staff or service delivery of one or more products within the iManage solutions portfolio
Preference may be given to a Bachelor's degree from four-year college or university. Or equivalent combination of education and experience.
OTHER QUALIFICATIONS AND REQUIREMENTS:
To perform the job successfully, an individual must demonstrate the following knowledge skills and abilities:
Technical skills as defined under the Computer Skills section
Written communication skills
Verbal communication skills
Customer service skills
Problem solving skills
Ability to adapt to change and balance competing demands
To perform this job successfully, an individual must have a basic knowledge of / be proficient in the following software:
Practical knowledge and use of iManage Products and Services, e.g.; Work, DeskSite, FileSite, Share, etc.
Practical knowledge and use of the Microsoft Office Suite of products e.g.; Outlook, Word, Excel, PowerPoint, etc.
Practical knowledge and use Desktop Operating Systems, e.g.; Microsoft Windows, Mac OS, Linux, etc.
Practical Knowledge and use of Mobile Devices and Applications.
Practical Knowledge and use of communication and meeting applications, e.g.; Skype, WebEx, ShoreTel, Outlook calendaring, etc.
CERTIFICATES, LICENSES, REGISTRATIONS
Recommended but not required:
Microsoft MCSA /MCSE Certifications dealing with the Desktop, Server, Relational Database, and Identity Management.
iManage ICSE or related Administrative/Engineering certifications.