IRIS Solutions Hiring For Technical Account Manager at Charlotte, NC, United States Full Time

Job Description

The Technical Account Manager is responsible for providing account management and high-level technical support to project teams and customers. This is achieved through regular customer communication to ensure that services are functioning well and advising them of opportunities for additional products and services. The Technical Account Manager (TAM) may also coordinate the installation and integration of services for customers. TAMs maintain close communication with large, and new customers, as well as facilitate communication with technical support when necessary. They are responsible for identifying potential areas for concerns for the customer before they arise. They make recommendations based upon recognizing a customer’s current and future technological needs during their continued business relationship. TAMs also work with the Customer Success Manager assigned to a given client.

ESSENTIAL FUNCTIONS

• Communicates with clients and internal teams to explain products, services and implementation schedules.
• Document technical requirements, schedules and client interactions.
• Test, conduct quality assurance and validate for technical feasibility and product launch.
• Respond to technical concerns and problems to ensure continued customer satisfaction.

• Provide technical support for customers to support pre-sales and post-sales processes
• Address all product-related queries on time
• Train customers to use products effectively
• Provide developers with customers’ feedback to help identify potential new features or products
• Report on product performance

• Identify solutions to reduce support costs
• Analyze customers’ needs and suggest upgrades or additional features to meet their requirements
• Liaise with the sales, and technical departments to win new business and increase sales through accurate solutions and scopes of work
• Establish best practices, continues to find efficiencies in IRIS technical delivery
• Maintains necessary certifications and ongoing training on all of IRIS technical offerings

• Provides last line of escalation for client technical challenges
• Provides well thought-out plans for efficient project delivery
• Creates/maintains IRIS SOP documentation
• Occasional travel and overnight stay for project completion

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, ABILITIES)

• Bachelor’s degree or higher in Information Systems, computer science or related field
• Minimum of 3 years experience in the information technology field
• Customer service and experience directly interfacing with clients

• Prior experience as a technical account manager preferred

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, you will frequently be required to sit or stand, while talking and listening. You will be occasionally required to: walk; use hands to finger, handle, or operate computers, objects, tools, or controls; and reach with hands and arms.

This role also requires occasional lifting and carrying up to 50 pounds in weight. Specific vision abilities required by this job include close vision and the ability to adjust focus.