Technical Account Manager

• Increase the lifetime value of the Customer through greater advocacy, serving as a customer advocate in the evolution of our products and platform functionality integral to the customer's success.
• Elevate the customer experience by achieving higher product adoption, customer satisfaction, and overall health scores.
• Ensure delivery on key operational metrics, including Customer Health, Adoption (Consumption & Usage), Reference-ability, Renewal Likelihood, Upsell / Cross-Sell Potential, and Net Retention Rate and churn.
• Drive premier and programmatic Customer Success practices that support consistent customer lifecycle improvements and faster Time to Value (TtV).
• Work closely with Account Teams and Renewals Managers to identify new opportunities and upsell potential while addressing any issues putting renewals at risk.
• Engage broadly across the Customer organization from users through to C-Level/Influencer as required.
• Ensure customer feedback and required capabilities are clearly captured and conveyed internally to enable ongoing improvement of process, products, and services.
• Support customers by addressing important issues and, if necessary, creating effective guidelines for their specific needs.
• Ability to onboard Cohesity customers to achieve agreed-upon outcomes post-implementation.
• Collaborate with our Critical Accounts Program (CAP) team to assist in restoring accounts with negative sentiment to a positive state.
• Understand and report back on 'voice of customer' feedback collected from randomly selected Cohesity customers and address any issues and provide follow-up.

Senior Technical Account Manager

• Conduct the technical operations for our clients.
• Coordination of all technical issues with regards to online campaign launching and running process.
• Support technical integration between rtb.com and client’s e-commerce platform.
• Work closely with sales teams to deliver high standards of customer service.
• Monitor and analyze the effectiveness of online campaigns.
• Propose optimization solutions for processes in order to achieve both internal and external goals.

• Act as the primary technical liaison between our company and customers
• Provide in-depth product knowledge, technical support, and strategic guidance
• Identify, define, implement, and support hardware and software based solutions
• Maintains knowledge of products, competitors, technology, and customers
• Serve as the primary point of contact for customer interface with the company
• Develop strong, strategic relationships with customers to deliver business value propositions
• Provide leadership and guidance in customer planning and engagement
• Conduct regular business reviews with assigned accounts

Technical Sales Account Manager

• Leading discussions with senior leadership regarding technical and product strategy, incidents, trade-offs, and risk management.
• Developing close relationships with customers to understand their business/operational needs and technical challenges, and helping them achieve the greatest value from our products.
• Working with developers and senior engineers to provide advocacy and strategic technical guidance, helping customers plan and build solutions that proactively drive application health.
• Collaborating with Product and Development teams to customize specific products for customers.
• Monitoring the progress of product integrations and ramp-ups to ensure their success.

• Own the technical health of supplier integrations.
• Monitor availability accuracy, booking rules behavior, confirmation flows, and request efficiency.
• Detect anomalies and performance degradation through technical KPIs and data analysis.
• Perform regular technical audits of integrations, catalogs, and configurations.
• Review and analyze API logs and request/response flows to investigate incidents and validate supplier behavior.
• Conduct root-cause analysis and define corrective actions.
• Act as the owner of the mapping process execution and efficiency with all supplier accounts.
• Apply and maintain the defined mapping policy, resolving inconsistencies.
• Ensure correct configuration and quality of catalogs and active products.
• Monitor credential configurations by catalog, ensuring correct usage and avoiding technical inefficiencies.
• Identify recurring issues and propose technical or process improvements.
• Collaborate with Product Supply and Engineering to implement and validate improvements.
• Provide technical support and clear insights to Key Account Managers and internal stakeholders.

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