Job details
Job type full-time
Full job description
About the role:
As a team member of the rainfocus client success organization, the technical account manager (“tam”) is critical to driving post implementation support and retention at rainfocusThe tam is responsible for consulting on platform best practices, demonstrating new features that will improve the client’s roi, ensuring a positive csat score and attaining a deep knowledge of the client’s business practices.
We need collaborative, energetic team members who are capable of becoming experts in rainfocus products, industry best practices, and who work well within small, focused teamsTechnical account managers are integral to the continued success of our client’s events and will work with cross functional teams to ensure the client’s goals are realized through the rainfocus platform .
The technical account manager job family includes senior technical account manager (“sr.”) and principal technical account manager (“pr.”).
Essential responsibilities:
Analysis / business acumen
Work with clients to gain a deep understanding of their goals
Identify product features that increase client satisfaction and loyalty
Provide event analytics that demonstrate a significant roi for the client
Identify risks to client’s success
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Domain / industry knowledge
Suggest best practices for leveraging rainfocus products
Learn and utilize the rainfocus event success methodology
Consult with clients on new ideas and best practices
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Communication
Document requirements, solution designs and testing plans
Provide regular updates on milestones and tasks
Assist client success executives with in retaining clients through strategic planning and execution
Communicate issues and risks to leadership
Maintains agenda and leads calls with clients
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Organization
Balance priorities across multiple assignments
Thoroughly track tasks and complete all assignments on time
Contribute to internal tools, processes and templates
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Technical
Become an expert in rainfocus products
Identify areas for improvement year over year for a client’s configurations
Demonstrate new functionality that could result in increased roi for the client
Required skills/experience:
Technical account management experience (4-7 years for technical account manager; 7+ years for srTechnical account manager, 10+ years for prTechnical account manager).
Experience managing enterprise level clients, including risk management, csat, documenting complex requirements, identifying upsell opportunities, managing change requests, and possess an exceptional executive presence (desired for tam, required for srAnd pr.)
Proven success in creating efficiencies through process design, including outlining and measuring adoption, both internal and client-facing.
Ability to think strategically to ensure event supports business goals
Proven track record in delivering innovative and creative solutions
Ability to work independently, problem-solve, improvise
Perform consistently under pressure
Superior communication skills, both written and verbal
Team players only
Html, css, sql, json optional but preferred
Must be able to travel domestically or internationally up to 20%
Personal characteristics:
The best candidates for this position will need to have strong chemistry and a culture fit within rainfocusThey will need to be comfortable working in a fast-paced, challenging, and dynamic environmentAdditional personal qualities include:
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Ability to creatively solve complex problems
Friendly and outgoing, but assertive when necessary
Willing to go the extra mile in support of reasonable client requests
Team-player with a service-oriented mindset
Self-motivated, thrives in fast-paced environments
Proactive, relentless learner
Excited by and eager to take on new challenges and opportunities
Strong communicator with ability to be self-guided
Success measures:
Fully onboarded and productive within 60 days (45 days for prTam)
Client satisfaction
Quality and thoroughness of work (as rated by peers)
Adherence to deliverable dates
Job type: full-time
Work location: multiple locations
