Technical Account Manager (TAM)

TBD

Position Title:  ​Technical Account Manager ​  

Department:  Global Support  

Reports To:  Manager – Technical Account Management 

Bottomline is at the forefront of digital transformation. We are a growing global market leader uniquely equipped to address the changing needs of how businesses pay and get paid. Our culture of Working with and for each other enables us to delight our customers. We empower our teams to think like owners driving customer satisfaction, helping them grow their business and win in their markets. 

As a Technical Account Manager, you will work with customers and internal stakeholders. You will have experience in building and managing customer relationships, project management and technical knowledge across software and hardware technologies. You will be responsible for managing a range of Bottomline’s customers across various products. 

How you’ll contribute: 

• Work as part of the Project and delivery phase, ensuring requirements are understood and met and the technical onboarding of the customer is successful 

• Responsible for analyzing customer usage data to identify trends, potential issues and proposing solutions for greater optimization of solution 

• Managing customer communication to keep them informed about new product features, updates, or changes relevant to their business needs, including the product roadmap 

• Root cause analysis: Providing detailed insights into recurring issues and suggesting long-term solutions 

• Creation and sharing tailored solutions or troubleshooting guides for recurring challenges 

• Manage the co-ordination and completion of Third-Party Vendor Due Diligence Reporting requirements and Disaster Recovery Test Management planning 

• Manage internal and customer reporting and key KPIs for continuous performance improvement 

• Triage customer support issues, perform deeper technical assessment when needed 

• Update CRM(Salesforce) real time for all client activities including managing and maintaining client issues lists  

• Conduct regularly scheduled status calls with customer and supply regular status reports 

• Escalate customer issues accordingly with Management 

• Work with BT infrastructure staff in the creation and maintenance of customer production support environments 

• Manages Production Support resources through issue resolution or enhancement delivery 

• Manage and maintain the implementation timelines for minor customer enhancements and consult Services Team where appropriate 

• Manage and facilitate communications with Production Support, Product Team, Hosted Services, IT and all applicable third party related entities 

• Ensure functional and/or technical design documents are updated for minor enhancements and fixes as needed 

• Consult with customer regarding potential new or changed business requirements and identify new and add-on sales opportunities 

• Available during supported hours of operation and where required be available for 7 X 24 pager support related to production emergencies 

• Serves as the Officer in Charge (OIC) during Sev 1 production emergencies and communicates updates to the customer 

• Stay up to date on product releases to ensure good understanding of the changes in the application 

What will make you successful: 

• Related bachelor’s degree or equivalent work experience 

• 3+ years working within a technical support team within a customer services environment or within a Customer Success/SaaS environment 

• 2+ years’ experience providing dedicated bespoke technical support to customers 

• Excellent verbal and written communication skills  

• Ability to work effectively and professionally with customers in person as well as over the phone 

• Exceptional interpersonal and relationship management skills  

• Strong presentation and facilitation skills 

• Demonstrated effectiveness working across infrastructures to achieve results 

• Excellent business judgement and the demonstrated ability to think and act both strategically and tactically 

• Self-motivated and reliable, with a strong independent work ethic  

• Thoughtful problem-solving skills using Root Cause Analysis and Corrective Action processes/methods  

• Record of driving projects to improve support-related processes and technical support experience 

• Technical skills relevant to providing support to both SaaS and On-prem solutions