Technical Account manager

Job Code : EWC - 908

Responsibilities:

·Build deep understanding of technical challenges our customers face during the operationalization phase for the assigned solutions

·Create and maintain detailed guidance (e.g. best practices documents and videos) for our customers and internal teams for identified areas/modules by working closely with the CX solution SMEs and designated CSMs and TAMs.

·Deliver the guidance to our global customer customer base in self service, 1 to many and 1:1 customers engagement on an ongoing basis (e.g. SMB jumpstart meeting webinars) and based on CSM request

·Help prioritize focus areas for deliverables based on analysis of adoption data,

·Deliver periodic and structured feedback about improvement areas for the assigned products and operationalization best practices to respective SMEs, PMs and CX leaders.

·Train internal teams (CX and other internal functions as applicable) on areas of expertise

·Help build and track KPIs for different aspects of technical success, assist with onboarding of new team members and contribute towards ongoing process and efficacy improvement