J Patrick Associates

Technical Account Manager

Our client, a leading provider of integrated unified communications, collaboration, and systems management solutions, is looking for a Technical Account Manager. This role is clientcentric and is the single point of contact for technical, business, and client success matters.  This role requires in office presence in the firm's Dallas regional location, 

eventually allowing for some WFH.   

This role does NOT offer 100% remote/WFH, relocation or work permit support. 

• No Contractors

• No H1b

• No Third Party Staffing firms

Summary

The  Technical Account Manager is responsible for several major accounts and handles the full scope of account activity, including implementation, rollout, delivery of products and services, and ongoing account growth. The right person will keep a strong focus on Customer Satisfaction, build long-term client trust, and help expand the business over time.

Responsibilities

• Act as the single point of contact for the rollout and delivery of services, customer technical issues.

• Manage and resolve trouble tickets.  

• Train customer teams on integrations, service features, and customization

• Resolve technical, business, and billing issues while strengthening the customer partnership.

• Maintain and improve long-term Customer Satisfaction across assigned accounts.

• Build productive working relationships with customer business leaders and operations managers.

• Share the voice of the customer with product development and product management teams.

• Work with Sales to promote and expand enterprise solutions, upgrades to new releases.

• Manage customer relationships with a high level of accountability and service.

Experience, Education, and Skills

 Strong candidates will have experience in one or more of these roles, project manager, systems integrator, Technical Account Manager, account manager, sales engineer, or customer success manager. This role is also a good fit for someone with a technical or management background who wants an individual contributor position.

• Bachelor's degree is preferred, but not required.

• 7 to 10+ years of experience with enterprise IT, telecom, or UC customers.

• 4 to 7+ years of account and customer management experience.

• Strong communication and collaboration skills 

• Able to assess problems, make decisions, and act independently.

• Strong strategic planning skills, analytical ability, good judgment, and a solid operational focus.

• Background in IT, UC, call center, or managed services environments.

• Able to partner with customers in a way that adds value at every touch point.

• Self-motivated, professional, and consistent in delivering on expectations.

• Positive, can-do attitude with a strong focus on performance and follow-through.