Technical Account Manager

About AvePoint:

Beyond Secure. AvePoint is the global leader in data security, governance, and resilience, going beyond traditional solutions to ensure a robust data foundation and enable organizations everywhere to collaborate with confidence. Over 25,000 customers worldwide rely on the AvePoint Confidence Platform to prepare, secure, and optimize their critical data across Microsoft, Google, Salesforce, and other collaboration environments. AvePoint’s global channel partner program includes approximately 5,000 managed service providers, value-added resellers, and systems integrators, with our solutions available in more than 100 cloud marketplaces. To learn more, visit www.avepoint.com.

At AvePoint, we are committed to investing in our people. Agility, passion and teamwork set us up to do our best work and foster a culture where you are empowered to craft your career, make an impact, and own (y)our future. Unleash the power of you!

Overview 

Do you have passion for customer satisfaction and the skills to support a complex technical environment? Does the idea of being the trusted technical advisor excite you? We’re looking for someone who can quickly become an expert in delivering exceptional service that nurtures customer retention, fosters platform adoption, and provides prescriptive feedback.

What will you be doing?

The Technical Account Manager (TAM) serves as the key technical point of contact for AvePoint enterprise customers. The TAM works in a consultative role to assist in successful platform integrations and account management to provide existing customers with technical recommendations through a customer’s product operations lifecycle

Your responsibilities will include:

• Becoming a trusted customer advocate by ensuring we are prompt and professional with all engagements, whether by phone or email.

• Helping customers maximize their use of our products by overcoming any challenges throughout implementation and general use.

• Performing architectural design sessions with existing clients to assist in architecting future and current deployments of software solutions

• Performing remote or onsite platform integration engagements for existing clients

• Delivering remote or onsite training sessions for clients

• Acting as the escalation point and lead conference calls with customers who require experienced handling on sensitive support cases

• Manage Account activities and coordinate internal and external support efforts to deliver timely and effective responses.

• Delivering Technical documentation to support customer deployments and expansion efforts.

• Partner with Support, Customer Success, Sales teams to ensure account stability, growth and adoption.

OK, I'm interested... is this the job for me?

You’re the main point of contact for your assigned customers, which means you will need in-depth product knowledge and exceptional troubleshooting skills. You will also act as the trusted advisor to other departments within AvePoint and will need to demonstrate strong follow-through in all your technical queries.

Other qualities that will make you a fit for this role include:

• BA/BS Degree (Computer Science/Engineering majors preferred)

• Minimum 3+ years of work experience in a related technical field. (Ex. technical software support, pre-sales engineering, technical account management)

• Excellent written/verbal communication, organization, presentation, and stakeholder management skills

• Ability to work individually and within a highly collaborative team setting

• Willingness to learn and adapt in a fast-paced environment

• Understanding of M365 and/or Google Cloud Platform (GCP) architecture, components, and configuration is preferred

• Experience testing and performing updates to a live production environment

• Working technical knowledge of current software protocols and Internet standards

• Competence with testing, logging and troubleshooting tools and procedures

• Knowledge of an Enterprise Content Management system

While not required, it’s an added plus if you also have:

• Familiarity with Microsoft SQL Server is a plus

• Ability to install, configure, and troubleshoot current Windows Server functions

• Experience with scripting (PowerShell)

• Familiarity with REST API development

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