Position Description

The Technical Account Manager (TAM) serves as a key customer contact, ensuring customer value realization by providing technical expertise, strategic insights, and proactive engagement. The TAM is responsible for resolving advanced technical issues, analyzing complex systems, and delivering timely solutions to ensure customer satisfaction and operational success.

This role requires in-depth knowledge of solutions and industry best practices. The TAM acts as a trusted advisor to clients, maintains strong customer relationships, serves as an internal liaison, and provides leadership within the client’s care team. In collaboration with the Customer Success Manager, the TAM contributes to account strategy and customer success planning. The TAM also leads technical communications with clients, ensuring alignment and issue transparency.

Here’s What You’ll Do

Customer Value Realization

Drive strategic and tactical account management focused on customer outcomes, goals, and needs.

Develop and execute value realization plans tailored to each customer.

Identify opportunities to introduce additional Clients products and expand account footprint.

Customer Environment Expertise

Maintain in-depth knowledge of each assigned customer’s environment, users, business drivers, and objectives.

Customer Retention

Ensure high customer retention through proactive engagement, effective issue resolution, and increased solution adoption.

Advanced Technical Troubleshooting

Diagnose complex technical issues based on unique system configurations and customer inputs.

Validate software behavior against documented specifications.

Customer Communication

Act as a trusted technical advisor, clearly explaining root causes and resolutions.

Provide ongoing knowledge transfer to address skill gaps and improve customer product usage.

Environment Configuration

Set up and troubleshoot advanced test environments to replicate and resolve customer-reported issues.

System Analysis

Use advanced expertise to analyze product performance and ensure alignment with intended functionality.

Issue Escalation & Leadership

Collaborate with internal teams to resolve issues when software does not function as intended.

Act as a lead and mentor during escalations; serve as an escalation point for critical issues.

Feature Request Documentation

When product enhancements are needed, lead the collection of detailed customer requirements.

Collaborate with Support, Product, and Customer Success teams to submit and manage feature requests.

Mentorship & Collaboration

Mentor junior TAMs and Support Analysts; promote knowledge sharing and professional growth.

Partner with cross-functional teams to communicate customer needs and resolve challenges.

Team and Customer Education

Lead knowledge-sharing sessions with both clients and internal teams.

Ensure customers and internal stakeholders understand and can fully utilize Fortra’s solutions.

Continuous Improvement

Contribute to best practices and internal process improvements.

Stay current with solutions, evolving customer needs, and industry trends.

Content Development

Create knowledge base content, documentation, and training materials for internal and external audiences.

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Required Qualifications

Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.

4+ years of experience in technical support, system analysis, or related fields involving complex troubleshooting.

3+ years of experience with Fortra solutions or similar industry products.

Strong knowledge of software systems, configurations, and troubleshooting methodologies.

Proven ability to diagnose and resolve complex technical issues.

Excellent verbal and written communication skills.

Strong problem-solving capabilities and the ability to work independently or collaboratively.

Experience with technical support tools, ticketing systems, and escalation processes.

Demonstrated customer service experience with project leadership responsibilities.

Preferred Qualifications

Experience leading technical projects or mentoring peers.

Familiarity with enterprise software systems and environments.

Prior involvement in feature request documentation and collaboration with development teams.

Experience in sales or promotion of Fortra solutions or related industry products is a plus.