Technical Account Manager (IT, Remote)

Job summary

The Technical Account Manager (TAM) is responsible for ensuring the technical success of customers post-sale, acting as the primary technical contact throughout the customer lifecycle. This role involves strategic thinking to maximize customer value from product investments and requires strong relationship management and project management skills.

Qualifications

• Proven experience in a similar role within the Information Technology sector.
• Bachelor’s degree in Computer Science, Information Technology, or a related field; advanced degree preferred.
• Excellent communication skills to convey complex technical solutions to diverse audiences.
• Experience managing large-scale, multi-solution engagements.
• Strong understanding of digital experience products and services.
• Hands-on experience with at least one digital experience product; experience with multiple products is a plus.
• Ability to thrive in a fast-paced environment with strict timelines.
• Experience working with cross-functional and global teams.
• Strong problem-solving skills focused on delivering exceptional customer experiences.
• Familiarity with cloud technologies and digital transformation initiatives.
• Commitment to continuous learning and improvement.
• Ability to mentor and lead teams.
• Willingness to travel to client locations (approximately 10-25 percent).

Responsibilities

• Lead client engagement as the technical executive point of contact.
• Support customer strategy through mutual action plans with defined outcomes.
• Provide proactive technical leadership and insights across people, processes, and technology.
• Assess customer technical risks and opportunities, coordinating with internal teams to develop success plans.
• Deliver technical services to maintain operational health of customer instances.
• Maintain governance with internal and external executive teams, reporting on engagement status.
• Manage technical issues and customer concerns effectively.
• Advocate for customers within internal teams to optimize product investments.
• Drive innovation and process improvements back into the organization.
• Collaborate with various internal teams and third-party partners to support customer success.
• Make recommendations on feature implementations within customer environments.
• Mentor team members as needed.

Skills

• Strong communication and interpersonal skills.
• Strategic thinking and problem-solving abilities.
• Ability to manage multiple projects and engagements simultaneously.
• Technical proficiency in relevant software and cloud technologies.

Education

• Bachelor’s degree in Computer Science, Information Technology, or a related field; advanced degree preferred.

Tools

• Familiarity with digital experience platforms and enterprise software.