Technical Account Manager

• Guide customers through onboarding and implementation by coordinating with delivery teams.
• Drive adoption, overall health, value realization, and renewal readiness, serving as the primary point of contact.
• Build trust and develop strong, multi-threaded relationships across business and technical stakeholders to drive mutual value.
• Knowledgeable of key product use cases and expected outcomes to guide customers toward best-practice adoption.
• Proactively maintain an accurate rolling 4-quarter outlook of attrition forecast and maniacally manage customer health.
• Actively engage with customer to calculate ROI derived from Adobe solutions (Productivity and Business Value).
• Identify expansion opportunities through product-usage insights, evolving customer needs, and cross-sell alignment.

Account Manager

• Serve as the primary technical point of contact, building trust and strong relationships within paper mill accounts.
• Effectively offer strategic advice, best practices, and proactive recommendations for product implementation and optimization.
• Address complex product-related queries, resolve issues quickly and minimize business disruption for the customer.
• Maintain in-depth knowledge of DuBois’ specialty chemical solutions and the customers’ unique technical environment.
• Educate customers on new features and best practices to drive optimal product adoption and usage.
• Work closely with the District Sales Manager to develop strategic account plans and manage an opportunity pipeline in Customer Relationship Management (CRM).
• Lead technical check-ins and actively participate and contribute during Business Reviews ensuring clear quantification and articulation of the value DuBois’ solutions create for the customer.
• Effectively collaborate with the customer and our company internal teams (Sales, Service, R&D, Portfolio Management) to ensure we are delivering on our promises to the customer.
• Provide regular feedback from the customer to the Portfolio Management and Research & Development teams.
• Consistent presence at customer site to ensure adequate service and support coverage, prevent churn and increase sales and profitability.

Technical Account Manager – Midwest

• Lead enterprise onboarding sessions and technical discovery with full accountability for outcomes
• Configure the CommandLink ITSM platform: services, workflows, automation rules, escalation policies, and reporting
• Design and implement alerting and monitoring policies aligned to SLAs/SLOs
• Own integrations with external ITSM systems (ServiceNow, Jira, Freshservice) via APIs/webhooks
• Act as the primary technical owner for assigned enterprise accounts — accountable for adoption, satisfaction, and technical success
• Guide customers in adopting ITSM workflows, monitoring, and AIOps capabilities
• Run QBRs and proactively deliver improvement plans, not just recommendations
• Troubleshoot and resolve workflow, alerting, and integration issues with urgency and precision
• Join customer-facing sales calls as the technical authority on ITSM, monitoring, and workflow automation
• Collaborate with sales engineers to design solutions and ensure requirements are fully addressed
• Deliver platform demos that clearly showcase execution-ready solutions
• Takes on additional responsibilities and projects as needed to support the success of the team and organization.

• Guide customers through onboarding and implementation by coordinating with delivery teams.
• Drive adoption, overall health, value realization, and renewal readiness, serving as the primary point of contact.
• Build trust and develop strong, multi-threaded relationships across business and technical stakeholders to drive mutual value.
• Knowledgeable of key product use cases and expected outcomes— to guide customers toward best-practice adoption.
• Proactively maintain an accurate rolling 4-quarter outlook of attrition forecast and manage customer health.
• Actively engage with customers to calculate ROI derived from Adobe solutions (Productivity and Business Value).
• Identify expansion opportunities through product-usage insights, evolving customer needs, and cross-sell alignment.

Enterprise Solutions Account Manager

• Act as clients’ cross-product technical expert, offering a client-specific lens on the FIS tech ecosystem and intersections with the client’s broader tech stack
• Develop relationships with key technical client stakeholders
• Proactively identify technical issues and develop client-specific remediation plans, in conjunction with cross-functional stakeholders
• Provide clients world-class support by monitoring and assisting in issue resolution (led by standard FIS support teams e.g., L2,SDM) including review and enhancement of root cause analysis prior to client delivery
• Assist in coordinated resolution of cross-departmental technical challenges to facilitate clients’ successful and expanding utilization of FIS solutions
• Collaborate with cross-functional teams (e.g. development) to implement tailor-made solutions
• Monitor client technical health proactively, identifying areas for improvement and implementing strategies to enhance technical customer success
• Have extensive product knowledge which includes the technical specifications, functionalities, and interoperability of the FIS tech ecosystem with clients

• Lead and mentor the technical services team, providing guidance on best practices and technical solutions.
• Act as the primary point of contact for technical inquiries and escalated, advanced support issues, ensuring timely resolution.
• Design and monitor processes for high-volume, low difficulty support requests
• Prioritize high-impact fixes that align with the Quality Management System (QMS) and business goals.
• Provide excellent customer interaction through management of integration partners and advising the Customer Success team for highest-touch customers.
• Collaborate with cross-functional teams including Regulatory and Quality to ensure we keep a focus on quality.
• Maintain documentation of processes and customer interactions ensuring compliance with industry standards.
• Responsible for after-hours escalation process and the ticket management processes as well as the monthly management report for tickets.

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