Technical Account Manager
Tidelift- Full Time
- Posted : 4 years ago
‘TELECOMMUTE LOCATION: Remote, US'
What we’re building
At Tidelift, our mission is making open source software work better—for everyone.
We see a world where software development teams get better maintained, more dependable software, and open source creators can get paid for the incredible value they create.
Tidelift is the largest provider of commercial support and maintenance for the community-led open source software behind modern applications. We partner directly with independent project maintainers to make it safer and easier to build with open source, so engineering teams can create even more incredible software, even faster.
We're well-funded and growing fast. You will play a large role in tackling challenging problems and helping build the company, while learning alongside our experienced team.
Find out more about us on tidelift.com or read about us in Wired or Business Insider.
The role:
We are looking for a Technical Account Manager, who will report to our Head of Sales. Our Technical Account Managers act as customer facing product experts, sharing knowledge with customers through demos, hands on enablement, presentations, technical evaluations and ongoing post-sales interaction. Technical Account Manager is the key partner helping customers achieve their strategic objectives and maximum value from their investment in Tidelift. Additionally, the TAM serves as the liaison between the customer and the Tidelift ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services and others. They play a key role leading the early sales team through continuous feedback, and refinement of our sales process.
Our prospects are primarily engineering leaders at companies ranging in size from 5,000 employees and up. Tidelift is working with companies to make it simple to trust, ship, and grow open source. Our product is not overly complicated, but our audience is very technical. Familiarity with the software development life-cycle and the day-to-day job of a software developer or team manager will be to your advantage.
We strive for work-life harmony: we believe in doing good work, with urgency and pragmatism, but at a sustainable pace. We value big impact over long hours.
Responsibilities and Duties- Provide immediate on-boarding activities such as installation and training following investment of Tidelift
- Own overall relationship with assigned clients, which include: increasing adoption, ensuring retention, and satisfaction
- Work with clients to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals
- Measure and monitor customers achievement of critical and key performance indicators, reporting both internally to Tidelift account stakeholders and externally to Customer Sponsors and Executives
- Establish regular cadence (weekly, Monthly, Quarterly) with each assigned clients, to review health metrics
- Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our solution and services
- Work to identify and/or develop up-sell opportunities
- Advocate customer needs/issues cross-departmentally
- Program manage account escalations
- Assist in workshops to help customers leverage the full value of Tidelift solution
- Provide insights with respect to the availability and applicability of new features in Tidelift
- Support Tidelift Services in identifying and recommending training opportunities
- Act as the Tidelift liaison for Tidelift technical questions, issues or escalations.
- Maintain current functional knowledge and technical knowledge of Tidelift platform. Engage with customers, both onsite and remote, in a technical consultancy and advisor role during the post-sales process while providing technical assistance and solution guidance.
- In partnership with the sales team, formulate and execute a sales strategy to exceed revenue targets through the adoption of Tidelift.
- With comprehensive knowledge of the Tidelift platform and associated technologies, educate customers of all sizes on the value proposition of Tidelift while participating in discussions throughout the organization to ensure successful Tidelift deployment.
- Guide technical evaluations via POC/POV ownership, RFP/audit support, and workshop design.
- Build deep relationships with people within customer environments to enable them to be Tidelift advocates.
- Serve as the customer advocate to other Tidelift teams, including Product Development, Sales, and Marketing.
- Continuously improve your professional skills with a focus on personal mastery and team learning.
- Continuously improve your professional skills with a focus on personal mastery and team learning.
- 7 + years of experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions
- Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention
- Familiarity working with clients of all sizes, especially large enterprise organizations
- Exception verbal, written, organizational, presentation, and communications skills
- Detailed oriented and analytical
- Strong team player but self starter
- Strong technical, analytic and problem solving skills
- Deep knowledge of software development lifecycle and development pipeline
- Project management experience & skills
- Experience in a quota carrying solutions sales role or other technical sales role focused on open source cloud platform technologies
- Working knowledge of enterprise DevOps processes and technologies
- Understanding of software supply-chain assurance, dependency management, and/or risk analysis
- Ability to communicate effectively with both developers and executives
- Ability to operate in an entrepreneurial environment - you have an abiding technical curiosity and commitment to growing new markets
- Technical presentation and communication skills
- Experience with technical sales or as a professional in the field of information technology
- Knowledge of the end-to-end software development lifecycle
- B.Sc. in Computer Science or equivalent experience
Characteristics:
Skills
- Sales
- communication skills
- Problem Solving
- Analytical Thinking
