What are the responsibilities and job description for the Technical Account Manager position at XTEL?
Company Overview:
XTEL is a leading provider of enterprise Revenue Management software solutions, dedicated to empowering businesses with innovative tools to streamline operations, enhance productivity, and drive growth. Our cutting-edge software solutions cater to a diverse range of industries, offering scalable and customizable solutions tailored to meet the unique needs of each enterprise.
Position Overview:
We are seeking dynamic and credible individuals to join our Customer Success team. As a Technical Account Manager (TAM), you will serve as the primary technical liaison between our clients and our internal teams. You will be responsible for building and maintaining strong relationships with our customers, ensuring their success and satisfaction with our software solutions. You will serve as a trusted advisor to our clients, helping them maximize the value of our software, driving adoption, and ultimately contributing to their long-term success. You will secure retention and renewal of existing contracts working collaboratively with our Sales team and uncover and create opportunities to grow our business with existing customers.
Key Responsibilities:
Client Relationship Management: Develop and nurture strong relationships with key stakeholders within enterprise client organizations, including C-level executives, department heads, and end-users serving as the primary point of contact for technical inquiries and issues.
Onboarding and Implementation: Lead the onboarding and implementation process for new enterprise clients, ensuring a seamless transition and successful adoption of our software solutions.
Client Training and Enablement: Provide comprehensive training and enablement sessions to ensure that clients fully understand the capabilities of our software and how to leverage it to achieve their business objectives.
Continuous Improvement: Gather client feedback and work with product development teams to enhance solution features and functionality. Identify opportunities for process improvements and efficiencies.
Issue Resolution and Escalation: Serve as the primary point of contact and first line of support for addressing any issues or concerns raised by clients, working closely with internal teams to promptly resolve issues and escalate when necessary.
Renewals and Expansion: Proactively engage with clients and collaborate with Sales to drive renewals and identify opportunities for upselling or expanding our software solutions to meet evolving business needs.
Metrics and Reporting: Track and analyze key metrics related to customer engagement, satisfaction, retention, and value achievement providing regular reports and insights to internal stakeholders.
Experience and Qualifications:
BSc Computer Science, or a related field (mandatory, Master's degree preferred).
Proven experience in a customer-facing role within the enterprise software industry, with a strong track record of driving customer success and satisfaction.
Substantial experience in large scale enterprise software implementation programs ideally gained with an enterprise software vendor, major consulting firm or SI specialist
Deep technical understanding of enterprise software solutions and the ability to effectively communicate technical concepts to non-technical audiences.
Excellent communication and interpersonal skills, with the proven ability to build rapport and credibility with clients at all levels of an organization (up to C Suite).
Problem-solving and conflict resolution skills, with a customer-centric mindset and a passion for delivering exceptional service.
Strong commercial acumen
Proficiency in CRM software (e.g., Salesforce) and other relevant tools for customer relationship management and reporting.
Locations:
Europe & North America
Preferred locations would at one of our hub locations in Bologna (Italy), Paris (France), or remote, with occasional international travel to client sites.
Join us and be part of a dynamic team dedicated to helping enterprise clients succeed with our innovative software solutions. Apply now to embark on an exciting career journey with XTEL!
