The Sr. Technical Account Manager develops customer relationships, manages account escalations, analyzes data for customer health, and provides pre and post sales support.
- Build long term relationships with assigned customers and continually engage them with a positive, customer-centric attitude.
- Analyze customer data to measure customer health and proactively define corrective action plan when needed
- Manage account escalations and implement corrective action plans.
- Drive customer outcomes, product adoption and customer experience.
- Product presentation and Onboarding to services.
- Feedback to management about the customer visits while supporting sales with technical abilities
- Prepare customer specification for sales projects.
- Support Pre and Post sales cycle
Sales support
- Pre Sale Support
- Create technical curiosity in line with participants profiles and needs (Sales/Engineer/Purchasing/Development Planning etc.)
- Perform Technical presentation and platform DEMO
- Prepare User Start Guide -> Train customers to use products effectively during Test Access period
Post Sales Support
- Account creation and introduction to utilizing our software
- Continued education on all A2Mac1 Products
- Day to day support: Inquiry / Database support / Best Practices / IT requests
- Monitor and promote the usage
- Check the usage through credit consumption
- Contacting customers to discuss usage
- NPS reporting.
- Documentation: Create/Update How to videos / PDF / FAQ
- Learn the key product detail
- Be a regional liaison for the specialized product: EMS / Costing / Support / Customer Success / B-SAAS / Dynamic Digital Twin
- Learn the product roadmap and collect customer input, requirements, and feedback on needs in terms of vehicle program, definition, etc.
Professional Background
- Bachelor’s degree in Mechanical or Software Engineering
- Experience in automotive Industry, SaaS markets
- 5-7 years minimum experience as Customer Services / Customer Success / Sales Support in relevant industries
Skills & Abilities
- Understanding and knowledge of the technologies related with Company Automotive Products will be a plus.
- Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving and planning
- Willing and able to address escalated client issues with speed and urgency
- Cooperative and team-oriented personality with high motivation
- Fluent in English
- Ability to Travel
- Health, Dental, Vision Insurance
- Life Insurance
- Short Term Disability Insurance
- Long Term Disability Insurance
- Tuition Reimbursement
- PTO
- 401(K) Program
- EAP
Top Skills
Automotive Products
SaaS
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