Technical Account Manager

Who are we?

SDL is the global leader and innovator in language and content management technology and services. We enable companies to create meaningful digital journeys and form important emotional connections with their global customers by powering the creation, translation and delivery of relevant, personalized content to make understanding possible. We are a dynamic, collaborative and globally diverse team, working together to completely transform how the world communicates and connects with one another through content. If you like making an impact, helping others, taking a fresh look at processes and tools, furthering an open an innovative culture and tend to generally look at even the smallest task in the context of how it impacts the overall organization – we should talk!

What is this role?

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 Linguistic AI 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.)

Requirements:

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)

Benefits:

• Amazing benefits. (Seriously.)
• Infinite training, professional development and personal growth opportunities
• The rare opportunity to impact how organizations communicate globally. There’s a reason we work with 90 of the top 100 brands.
• Smart, engaged co-workers, a culture of innovation and opportunity.
• Great work life balance

SDL is an Equal Opportunity / Affirmative Action Employer.  Qualified applicants will be evaluated for employment without regard to race, colour, religion, sex, national origin, veteran, and disability status.  For more information about EEO/AAP legislation please visit http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. 

Should you require assistance in completing your application, please contact usrecruitment@sdl.com for accommodation.

Software and Services for Human Understanding