Technical Account Manager

Customer Planning & Documentation

Create, update, and maintain key customer-facing documents, including:

• Mutual Action Plans (MAP)
• Value Runbook Assessments
• Strategic Business Reviews
• Annual Account Plans

These are done in partnership with Customer Success Managers (CSM) Field Engineers (FEs), Sales who provide guidance and feedback to align deliverables to customer business objectives.

Internal Collaboration with Field Engineering

Attend internal planning calls with FEs to review customer objectives and discuss MAPs.

Ensure Success Accelerators are properly included in account plans.

Engage FEs as needed for customer delivery as part of the broader Ultimate Success ecosystem.

Outcome Capture & Reporting

Capture and report customer outcomes — both qualitative and quantitative — tied to engagements such as Deskside Coaching.

Document improvements in efficiency, productivity, and performance.

Collect and record customer verbatim feedback.

Success Accelerator Support

Support delivery of Success Accelerators such as:

• Operating Model & Change Management
• Digital Strategy & Roadmaps
• Tool Workflow & Governance Optimization

Collaborate with FEs on accelerator selection and removing value blockers.

Skills:

Technical Skills

Strong understanding of Experience Cloud products (AEM, Analytics, Target, AJO, AEP, Marketo, etc.)

Ability to understand customer technical environments, architectures, and integrations

Familiarity with implementation patterns, APIs, and data flows

Ability to troubleshoot and triage technical issues at a high level

Strategic & Business Skills

Account planning and management (MAPs, business reviews, roadmaps)

Value realization and ROI framing

Business case development and executive storytelling

Understanding of customer KPIs and how solutions map to them

Digital strategy and roadmap development

Communication & Relationship Skills

Executive-level communication and presentation skills

Ability to engage and influence C-suite and senior stakeholders

Strong written communication for customer-facing documentation

Relationship building and trust development with key customer contacts

Project & Program Management

Ability to manage multiple workstreams and customer priorities simultaneously

Coordinating across internal teams (Field Engineering, Support, Sales, Consulting)

Tracking and reporting on customer outcomes and milestones

Analytical & Problem-Solving Skills

Ability to assess customer health signals and risks

Identifying adoption gaps and recommending corrective actions

Data-driven decision making and outcome measurement

Collaboration & Internal Engagement

Working closely with Field Engineers on Success Accelerators and delivery

Partnering with CSMs, SSMs, and account teams

Escalation management and cross-functional coordination

Education:

Minimum Education

Bachelor's degree is typically the baseline requirement, commonly in fields such as:

• Computer Science
• Information Technology
• Engineering
• Business Administration
• Marketing or Communications (for more business-focused TAM roles)

Certifications (Often a Plus)

Product certifications (e.g., Analytics, AEM, Marketo)

Cloud or platform certifications (AWS, Azure, Google Cloud)

Project Management certifications (PMP, PRINCE2)

ITIL or similar service management frameworks

EEO:

"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."