Technical Account Manager

Technical Account Manager

Technical Account Managers (TAMs) serve as the primary technical owner for Seeq's most strategic, high-touch accounts. TAMs work side-by-side with Customer Success Managers, with a focus on technical strategy, adoption, and the long-term technical health of customer accounts.

Responsibilities include:

• Serve as the primary technical liaison with the customer, bridging customer technical teams and Seeq teams. Act as a "smart switch" to ensure the right Seeq people are in the room as needed for the challenge at hand.
• Plan and manage the rollout of customized solutions, best practices, and significant use cases to ensure optimal product performance and customer growth.
• Exercise independent judgment and initiative in the technical setup, integration, and customer deployment onto Seeq, as well as site rollout/expansion planning, testing, and coordination.
• Shepherd urgent or complex support tickets, coordinating with internal Seeq teams for timely resolution.
• Ensure effective coordination between customer Level 1 support and Seeq Support resources.
• Conduct regular technical reviews, monitor performance and availability, and drive improvements or mitigation strategies.
• Work closely with Customer Success and Revenue organizations to drive renewals and identify expansion opportunities based on technical needs or the removal of technical challenges.
• Help pioneer how we deliver TAM services at Seeq. Embrace what works and improve what's not working, embodying our core value of Continuous Improvement. Strengthen Seeq's TAM capability through critical thinking and thoughtful change management of processes and best practices.

Key responsibilities also include:

• Act as the customer advocate internally for matters of function, availability, and performance.
• Establish yourself as a subject matter expert with customers on Seeq requirements for platforms, networks, and security.
• Develop and maintain a broad understanding of the Seeq product, its technical needs and characteristics, and product innovations. Translate and communicate this information to customers in a way that is clear and actionable within their environment. Meet customers where they are and help bring them to where they need to be.
• Know what you know and what you don't know. Be a Seeq SME for the customer, but when an issue exceeds your knowledge, have the honesty and humility to say, "I don't know, but I'll find out." Follow through on that promise.
• Identify potential risks and propose preventive solutions. Identify recurring problems and collaborate with internal teams on systemic fixes and platform improvements.
• Respond to customer concerns and roadblocks, leading them to the right resources and providing Support and Development teams with context on priority.
• Identify gaps in Seeq capabilities required to meet customer needs and advocate for feature enhancements to improve Seeq.
• Continuously audit the health of the customer's hardware network, identifying offline devices, slipped angles, low uptime, and connectivity issues before the customer reports them.
• Lead a quarterly technical review covering uptime, support trends, configuration audit findings, training gaps, and the forward-looking technical plan.