Cloud Technical Account Manager

Role

The Technical Account Manager (TAM) manages a portfolio of customers who have implemented our technology solutions with the goal of increasing product usage and overall adoption. This position is an integral part of MicroStrategy's long term relationship with its customers. The efforts put forth by this person will directly impact the value realized and the ultimate success of the business relationship. Beyond direct interaction with our customers, TAM’s will work with internal MicroStrategy business units to ensure customer needs are being met in a timely manner. To succeed in this role, this person must have an intense focus on customer success with strong influence abilities.

Responsibilities

• Develop strong customer relationships that enable MicroStrategy to become a trusted advisor to our customers
• Provide business acumen for customers and strive to understand the business problem we are solving in order to best manage the evolution of the solution and exceed customer expectations
• Develop strong technical understanding of all MicroStrategy products
• Execute programs to ensure that MicroStrategy is fully aware of the customer's adoption level, value realization, and overall satisfaction with the technology solution(s)
• Work with the product management and product development organization to channel client feedback and solutions into future releases of the product(s)
• Collaborate cross functionally to achieve customer satisfaction and resolve customer issues in a timely fashion
• Collaborate with Sales Account Management and executives to identify areas of solution expansion and adoption opportunities
• Ability to work outside of normal business hours during extraordinary events to ensure customer satisfaction and success

Qualifications

• Bachelor’s degree, preferably in a technical field (Information Systems or equivalent)
• High level knowledge of enterprise IT organizational, business, and technical environments
• Understanding of enterprise software implementation practices
• Minimum of 3 years of IT customer service experience / strong customer focus
• Minimum of 3 years of technical account management, engagement management, system implementation, technical support or system integration consulting experience
• Minimum of 2 years of experience communicating with internal Senior Management and managing multiple, simultaneous, cross-functional work streams
• Able to support MicroStrategy customers during their working hours between 12:00pm and 9:00pm IST
• Enthusiastic personality and self-starter with an ability to identify areas for improvement
• Strong time management skills to prioritize workload, multi-task, meet deadlines, and manage competing priorities under pressure
• Strong analytical skills, detail-oriented, persistent and not afraid to ask questions. Able to analyze, implement and improve complex systems/processes
• Excellent oral and written English communication skills
• Willingness to travel; travel could be up to 10-25% depending on location of customers

Preferred

• AWS/Azure Cloud technology experience
• MicroStrategy platform usage or administration experience