Sr. Technical Account Manager

Job Description

Job Description

• Build long term relationships with assigned customers and continually engage them with a positive, customer-centric attitude.
• Analyze customer data to measure customer health and proactively define corrective action plan when needed
• Manage account escalations and implement corrective action plans.
• Drive customer outcomes, product adoption and customer experience.
• Product presentation and Onboarding to services.
• Feedback to management about the customer visits while supporting sales with technical abilities
• Prepare customer specification for sales projects.
• Support Pre and Post sales cycle

Sales support

• Pre Sale Support
• Create technical curiosity in line with participants profiles and needs (Sales/Engineer/Purchasing/Development Planning etc.)
• Perform Technical presentation and platform DEMO
• Prepare User Start Guide -> Train customers to use products effectively during Test Access period

Post Sales Support

• Account creation and introduction to utilizing our software
• Continued education on all A2Mac1 Products
• Day to day support: Inquiry / Database support / Best Practices / IT requests
• Monitor and promote the usage
• Check the usage through credit consumption
• Contacting customers to discuss usage
• NPS reporting.
• Documentation: Create/Update How to videos / PDF / FAQ
• Learn the key product detail
• Be a regional liaison for the specialized product: EMS / Costing / Support / Customer Success / B-SAAS / Dynamic Digital Twin
• Learn the product roadmap and collect customer input, requirements, and feedback on needs in terms of vehicle program, definition, etc.

Requirements

Professional Background

• Bachelor’s degree in Mechanical or Software Engineering
• Experience in automotive Industry, SaaS markets
• 5-7 years minimum experience as Customer Services / Customer Success / Sales Support in relevant industries

Skills & Abilities

• Understanding and knowledge of the technologies related with Company Automotive Products will be a plus.
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving and planning
• Willing and able to address escalated client issues with speed and urgency
• Cooperative and team-oriented personality with high motivation
• Fluent in English
• Ability to Travel

Benefits

• Health, Dental, Vision Insurance
• Life Insurance
• Short Term Disability Insurance
• Long Term Disability Insurance
• Tuition Reimbursement
• PTO
• 401(K) Program
• EAP