Responsible for managing all the technical aspects of a company’s relationship with its clients, according to each manufacturer.
Accountable for delivering the manufacturer technical onboarding to new partners (Resellers/VARS/Integrators/MSSPs,etc)
Delivers the product technical training, from manufacturers, introduction to new partners and end clients.
Works closely with Account Managers & Business Development Managers /Focus Sales Manager owning the technical account plan with key strategic partners.
Owns the POC on strategic deals with end clients, with partner, or directly with manufacturer to end client (MM and Large Accounts)
Involves working closely with the business and sales account management team to win new business and increase sales.
Whilst providing top-quality technical service, technical account managers assist in strengthening customer relationships and ensuring customer satisfaction.
Play an integral role in getting new clients and winning sales. They analyse prospects’ technical and business requirements, as well as developing solutions that meet those needs.
Could work with the manufacturer product development teams to customize products for large sales or for individual customers.
Demonstrate products to customers and explain how such product meets customers’ needs.
Whenever customers agree to purchase a product, the manager would identify and provide the support and services such customers will need to make productive and effective use of the products.
Employ project management skills to put together installation programs that would minimize disruption for customers.
Training for customers (partners onboarding and strategic deals with end clients) for effective use of products.
Monitor the progress of product installations to ensure that they are successful.
Responsible for managing ongoing support to customers to confirm that the customers continue to make effective use of the company’s products.
Monitor support requests made by customers to identify any recurring issues and recommend changes to products.
Review meetings with customers for discussion on any problems and issues and report to other members of the account team.
Analyse customers’ support needs and identify areas where the company can reduce support costs and offer improved service.
Monitoring associated support needs and product performance, identify opportunities to modify or upgrade products so that they effectively meet customers’ needs.
Report to the manufacturer development team on product performance and advise customers on upgrades or new products that may be suitable for their business.