Position DescriptionThe Technical Account Manager (TAM) serves as a key customer contact, ensuring customer value realization by providing technical expertise, strategic insights, and proactive engagement. The TAM is responsible for resolving advanced technical issues, analyzing complex systems, and delivering timely solutions to ensure customer satisfaction and operational success.This role requires in-depth knowledge of solutions and industry best practices. The TAM acts as a trusted advisor to clients, maintains strong customer relationships, serves as an internal liaison, and provides leadership within the client’s care team. In collaboration with the Customer Success Manager, the TAM contributes to account strategy and customer success planning. The TAM also leads technical communications with clients, ensuring alignment and issue transparency.Here’s What You’ll DoCustomer Value RealizationDrive strategic and tactical account management focused on customer outcomes, goals, and needs.Develop and execute value realization plans tailored to each customer.Identify opportunities to introduce additional Clients products and expand account footprint.Customer Environment ExpertiseMaintain in-depth knowledge of each assigned customer’s environment, users, business drivers, and objectives.Customer RetentionEnsure high customer retention through proactive engagement, effective issue resolution, and increased solution adoption.Advanced Technical TroubleshootingDiagnose complex technical issues based on unique system configurations and customer inputs.Validate software behavior against documented specifications.Customer CommunicationAct as a trusted technical advisor, clearly explaining root causes and resolutions.Provide ongoing knowledge transfer to address skill gaps and improve customer product usage.Environment ConfigurationSet up and troubleshoot advanced test environments to replicate and resolve customer-reported issues.System AnalysisUse advanced expertise to analyze product performance and ensure alignment with intended functionality.Issue Escalation & LeadershipCollaborate with internal teams to resolve issues when software does not function as intended.Act as a lead and mentor during escalations; serve as an escalation point for critical issues.Feature Request DocumentationWhen product enhancements are needed, lead the collection of detailed customer requirements.Collaborate with Support, Product, and Customer Success teams to submit and manage feature requests.Mentorship & CollaborationMentor junior TAMs and Support Analysts; promote knowledge sharing and professional growth.Partner with cross-functional teams to communicate customer needs and resolve challenges.Team and Customer EducationLead knowledge-sharing sessions with both clients and internal teams.Ensure customers and internal stakeholders understand and can fully utilize Fortra’s solutions.Continuous ImprovementContribute to best practices and internal process improvements.Stay current with solutions, evolving customer needs, and industry trends.Content DevelopmentCreate knowledge base content, documentation, and training materials for internal and external audiences..Required QualificationsBachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.4+ years of experience in technical support, system analysis, or related fields involving complex troubleshooting.3+ years of experience with Fortra solutions or similar industry products.Strong knowledge of software systems, configurations, and troubleshooting methodologies.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 or collaboratively.Experience with technical support tools, ticketing systems, and escalation processes.Demonstrated customer service experience with project leadership responsibilities.Preferred QualificationsExperience leading technical projects or mentoring peers.Familiarity with enterprise software systems and environments.Prior involvement in feature request documentation and collaboration with development teams.Experience in sales or promotion of Fortra solutions or related industry products is a plus.We help our clients enhance their talent attraction capacities, especially in technological profiles.We constantly innovate and actively seek to find the best solutions for clients and professionals. We understand the needs of our customers and aim to be the industry specialists.We offer consulting services to technology companies in various areas, including IT, software development, cybersecurity, and project management. Our employees are the reason for the company's existence, and their satisfaction translates into that of our customers.
