Mission

Tenfold is looking for a Technical Account Manager (TAM) to join our growing team. In this role you will work directly with our Customer Success Managers (CSMs) to remove road-blocks and technical challenges post sales for the customer, and identify potential opportunities for growth and value realization within the account. You will be customer facing and will partner with the CSM to achieve success in a customer relationship. The right person will have a consistent track record of solving complex technical problems with an adept technical skill set. Equally a strong technical acumen and communication skills to organize multiple parties towards swift success. In summary, we want problem solvers to help our customers achieve measurable success with our solution.

Duties & Responsibilities

• Get engaged at the mature end of pre-sales cycle to help architect the solution fit to customer requirements, develop a custom scope (SOW) and effort estimates.

• Responsible for working with the Customer Success team and supporting our customer’s deployment of Tenfold solution, including user testing and training.

• Be the Technical lead and customer facing Subject Matter Expert (SME). Work with Onboarding engineer and other technical resources to deliver the Tenfold solution to a customer.

• Drive adoption and remove technical hurdles in the roll out of large engagements.

• At times, you may be required to travel on-site to support technical troubleshooting, train users and empower our technical champion(s)

• Liaise with relevant customer vendors (eg., CRM and phone systems), if necessary, to ensure proper change management across a broadly expanding integration suite

• Dual ended customer championship:  Act as a customer champion internally across Engineering as well as a Tenfold champion within the customer technical team

• Reduce the inflow of support issue created by customers in their first 90 days of their deployment

• Act as a consultant to our Customer Support team to help fully resolve high severity and/or thematic support issues in a customer deployment

• Bring a strong proficiency in documentation and organization to help one-to-many communication and proactive problem avoidance

• Demonstrate proficiency with anticipating and managing technical risks in your portfolio accounts and leading risk mitigation strategies.

Requirements

• 3+ years of experience in a technical / services role directly responsible for customer adoption of SaaS technology.

• Experience in Contact Center, Telephony, CTI and/or CRM projects is a strong plus.

• Technical certifications in phone systems (Avaya, Cisco, Genesys) and CRM systems (Salesforce, Dynamics) is a strong plus

• Strong track record of customer satisfaction, retention and growth.

• Demonstrated proficiency in principles of network troubleshooting (TCP/HTTP, etc)

• Working knowledge of Windows Server environments and VM troubleshooting

• Technical documentation skills a strong plus

• Demonstrate initiative, natural leadership skills, independence and a “get things done” mentality.

• Demonstrated versatility in communicating complex technology-related issues to audiences with a varying range of technical expertise.

• Strong executive communication skills with experience working directly with VP-Level contacts.

• Strong verbal and written communication skills.

• Strong analytical skills.

• Availability to respond to emergency situations after hours as needed.   

• Bachelor's degree or relevant work experience in computer programming field is required,

Compensation and Opportunity

• Competitive salaries

• Stock Options (become an owner in the company)

• Variable compensation based on successful attainment of measured goals

• employee medical and dental coverage

• short and long-term disability

• Life and AD&D Insurance

• Generous vacation time

• 24/7 parking near UT Campus in Austin

• Rapidly growing organization poised for growth and career development

• A beautiful office space with lots of natural lighting

• Existing customer base and quality opportunities for advancement

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