Technical Account Manager

About CoreView (A Microsoft Gold Partner)

CoreView is the Global Leader in Effortless M365 Security, Governance, and Administration. Offering an end-to-end solution that stretches across the whole M365 ecosystem; from your tenant level configurations, right up to your most critical workloads.

Created by M365 experts, for M365 experts, CoreView makes best practice for M365 effortless by simplifying, unifying, and enhancing the M365 admin experience. CoreView empowers 1500 M365 organizations to turn the tide on endless tasks, deliver best practice security, and drive ROI.

As we grow, we are looking to hire people who believe in our values and our goals. Our values are the core of everything we do;

Collaboration – Sharing knowledge, resources and support to drive success

Ownership – Holding ourselves accountable for delivering excellence

Respect – Valuing every voice to build a stronger tribe

Empathy – Understanding each other to foster a supportive workplace

We are committed to creating a diverse and inclusive global workplace, helping each other achieve our goals, and trying to have fun along the way….

Job Summary  

We are looking for a dedicated Technical Account Manager (TAM) to join our post-sales team, focusing on nurturing and expanding our relationships with existing clients through technical expertise and strategic account management. This role is pivotal in ensuring the seamless transition from pre-sales to post-sales, with a significant emphasis on working closely with the Pre-Sales Technical Engineer (PSE) team during the handover process. The TAM will be responsible for overseeing the entire customer lifecycle post-sale, ensuring that our solutions meet the evolving needs of our clients and driving successful adoption and satisfaction. 

Responsibilities 

• Pre to Post-Sales Transition: Collaborate closely with the Pre-Sales Technical Engineer (PSE) team to ensure a smooth handover of client accounts. Understand the technical and business context of each sale to tailor post-sales support effectively. 
• Mapping Technical Roles: Identify and engage with key technical roles within client organizations, such as tenant admin, AD tech, firewall/network manager, identity manager, and implementation manager for ServiceNow integration, along with PowerShell script users for report generation. 
• C-Level Engagement: Strategically plan and conduct meetings with C-Level stakeholders to understand their business objectives, align on expectations, and reinforce the value of our partnership. 
• Issue and Success Metrics Validation: Work collaboratively with clients to understand, review, and validate their issues, needs, and success metrics. Develop and agree on a success plan with clear, measurable outcomes. 
• Solution Advocacy: Present and explain implemented solutions and documentation to stakeholders, ensuring they are fully informed and aligned with the agreed success plan. 
• Adoption Monitoring and Remediation: Continuously measure solution adoption, identifying areas for improvement or remediation to ensure ongoing client satisfaction and success. 
• Growth Opportunities: Proactively identify upsell and cross-sell opportunities, engaging clients in discussions about how additional services or enhancements can add value to their business. 
• Professional Services Engagement: Discover and propose professional services opportunities to further support client objectives and solution effectiveness. 
• Business Value Review (BVR): Conduct regular BVR sessions focusing on evaluating success metrics, adoption rates, and uncovering new business opportunities. 
• Continuous Engagement: Maintain regular touchpoints with clients to discuss their ongoing needs, support requirements, and any queries or requests they may have. 
• Contractual Management: Oversee contract renewal negotiations and true-ups, serving as a primary escalation point for any support requests. 
• Product Roadmap and Training: Keep clients informed about new functionalities and future product roadmaps. Facilitate training sessions to encourage the adoption of new features. 
• Service Management: Monitor and manage the service ticket lifecycle, ensuring all client issues are resolved promptly and satisfactorily. 

Requirements

• Proven experience in a technical account management or similar role within a post-sales environment. 
• Strong Microsoft 365 technical background with the ability to engage and communicate effectively with C-Level executives and technical stakeholders. 
• Experience in managing client transitions from pre-sales to post-sales, with a clear understanding of the sales cycle and customer lifecycle management. 
• Excellent problem-solving, negotiation, and presentation skills. 
• Ability to work collaboratively across teams, including close interaction with pre-sales engineers, to ensure a unified and seamless customer experience. 
• This role is a unique opportunity to play a critical part in our clients' success, driving the adoption and satisfaction of our solutions post-sale. If you are passionate about building long-term client relationships and have a track record of technical and account management success, we would love to hear from you.