The Technical Account Manager (TAM) works in a team of other Technical Account Managers and reports to the team leader. The Technical Account Manager is responsible for advising and supporting customers and partners in applying software and/or the other products and services from SDL product portfolio to the customers environment.  The priority for the Technical Account Manager is ensuring customer satisfaction with the solution provided by SDL.

Responsibilities

• Providing an excellent customer experience for all accounts, by anticipating and resolving customer issues in a manner that exceeds the customer expectations
• Communicating effectively with the customer, account manager, technical resources, and support personnel.
• Coordinating with various cross-functional teams to facilitate the understanding of the project deliverables and progress such that corrective measures can be taken if required
• Interact with Customer Support Managers, Product Managers and Sales Managers to identify customer specific desires and obstacles with respect to our products and services.
• Listening carefully for customer feedback by monitoring customer interaction workspaces and other online environments
• Establish a relationship with the key individuals at customers and maintain a detailed understanding of responsibilities and SDL ownership at the customer.
• Communicating regularly with the customer to evaluate satisfaction and proactively identify upcoming needs
• Coordinating with technical personnel as needed to meet customer needs, while managing customer expectations to prevent overload or missed deadlines
• Documenting bugs, writing up field notes, capturing ideas and requirements that will improve our products and services
• Working in an office but often interacting with a remote team; travel might be required by some customers
• Reporting on a weekly basis to SDL management a short status overview (issues open, solved, green, orange, red etc.)

Desired Skills and Experience

Technical required skills
 

• HBO or University degree
• Experience in project management, technical consulting, developing and implementing software solutions, especially in machine learning applications

• Technical insight and a strong interest in keeping up with technology advancements
• Good knowledge and a solid experience in at least a number of the following areas:

• REST APIs
• Enterprise software, both on-premise and cloud
• Programming Languages: (D)HTML, CSS, JavaScript, XML

Performance Criteria / Personal skills
 

• You have the ability to think strategically and tactically with SDL’s customers
• You enjoy the challenge of problem solving and come up with well thought through practical solutions
• You have the drive to achieve results through a logical and systematic approach
• You aggressively complete the task assigned to you as well as pro-actively seek new tasks
• You do not need clear structures and procedures to get your work done
• You area able to work both independently and within a team
• You are persuasive, creative, flexible, results-orientated and practical
• You have good communication, documentation and presentation skills
• You can organize own work and stay steady under pressure of juggling competing priorities
• You act as an representative of SDL when it comes to personal appearance and image
• You are pro-active, energetic and passionate about the success of your accounts  
• You are willing to travel nationally & internationally
• You are willing to work with flexible hours to accommodate for meetings with colleagues in different time zones (European and Asia)