Technical Account Manager - Gates, United States - Redwood Software

Redwood Software Gates, United States

1 week ago

Description

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OUR MISSION
At Redwood Software we unleash human potential. We empower our customers with lights-out automation for their mission-critical business processes.
Redwood Software is the leader in full stack automation for mission-critical business processes. With the first SaaS-based composable automation platform specifically built for ERP, we believe in the transformative power of automation.

Our unparalleled solutions empower organizations to orchestrate, manage and monitor their workflows across any application, service or server – in the cloud or on premise – with confidence and control.

CORE VALUES
One Team. One Redwood.
Make Your Own Weather
Obsess over Customer Success
Work the Problem
Be Curious
Own the Outcome
Respect Each Other

YOUR IMPACT

As one of our Technical Account Managers (TAMs), you will be responsible for building and maintaining post-sales relationships with Redwood's largest and most complex customers.

You will be a trusted advisor to ensure successful implementations, that the assigned customers achieve targeted business benefits from their investment in Redwood, and that the customers serve as a positive reference and continue their implementation of Redwood's software.

Your technical abilities will be critical in identifying solutions, troubleshooting issues, and answering technical questions as they arise.

TAMs are the customer's primary liaison with Redwood and are accountable for identifying and directly addressing business and technical issues.

They must marshal resources across the Redwood organization, coordinating interaction with the various Redwood departments through timely and effective management of the case resolution process, and will be the primary point of contact for escalations.

The TAM will develop and maintain a working knowledge of the technical architecture and business requirements of the assigned customers.

By maintaining a long-term relationship with their customers, a TAM gains an understanding of each customer's overall business, goals, and technical requirements, and can use this knowledge to identify opportunities for growth and expansion within the account.

The TAM will become a trusted resource to address customer requirements.

This position requires a strong technical background, excellent client and project management skills, proven ability to understand various technical workflows when needed.

Successful candidates must be action-oriented and able to communicate clearly and effectively to both technical and business audiences at multiple levels.

Builds and grows relationships with both technical staff and senior management from the customer team.

Partners closely with product management to ensure customer requirements are logged and appropriately prioritized and that future product direction aligns with the customer road map.

Conducts Customer Health Checks to ensure customers are aligned to Redwood standards and best practices.
Contributes to the knowledge base on lessons learned and unique issues experienced for any of their accounts.
Facilitates Use Case Workshops to map Redwood solutions to critical business processes. Identifies opportunities for additional value creation within accounts, contributing to growth and expansion.
Ensures that all cases opened for their accounts are being actively worked on and progressing toward an expeditious resolution. Coordinates internal and external resources to drive escalations as needed.
Identify potential areas of risk and actively build get-well plans to reduce contraction and churn within assigned accounts.
Coordinate cross-functional Redwood project teams, which could consist of professional services consultants, product management, engineers, and support staff.
Develop and manage a strategic development plan for your customers, including the identification of opportunities for growth.
Travel may be needed.

YOUR EXPERIENCE

Excellent written, verbal, and presentation skills appropriate to both technical and management clients, including effective interaction with technical architects to senior executives.

Strong organizational skills with an ability to manage competing client demands, multiple priorities, commitments, and projects.
Strong analytical skills regarding technical and project management issues
Experience in a customer-facing environment such as sales, technical consulting or enterprise customer support.
Ability to troubleshoot technical issues at a high level to determine the appropriate path to resolution.
Exemplary customer service attitude with business development and customer relationship management experience.
Ability to facilitate and harness cross-team collaboration working with teams in person and virtually.
Bachelor's degree in computer science, Information Systems, Engineering or equivalent experience.
Experience with Java Script, SAP ABAP, SQL Developer, or similar are preferred.
IT business process skills and certifications (PMP, ITIL, Six Sigma, etc.) are preferred.

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