Technical Account Manager

Customer Planning & DocumentationCreate, update, and maintain key customer-facing documents, including:Mutual Action Plans (MAP)Value Runbook AssessmentsStrategic Business ReviewsAnnual Account PlansThese 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 EngineeringAttend 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 & ReportingCapture 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 SupportSupport delivery of Success Accelerators such as:Operating Model & Change ManagementDigital Strategy & RoadmapsTool Workflow & Governance OptimizationCollaborate with FEs on accelerator selection and removing value blockers.Skills:Technical SkillsStrong understanding of Experience Cloud products (AEM, Analytics, Target, AJO, AEP, Marketo, etc.)Ability to understand customer technical environments, architectures, and integrationsFamiliarity with implementation patterns, APIs, and data flowsAbility to troubleshoot and triage technical issues at a high levelStrategic & Business SkillsAccount planning and management (MAPs, business reviews, roadmaps)Value realization and ROI framingBusiness case development and executive storytellingUnderstanding of customer KPIs and how solutions map to themDigital strategy and roadmap developmentCommunication & Relationship SkillsExecutive-level communication and presentation skillsAbility to engage and influence C-suite and senior stakeholdersStrong written communication for customer-facing documentationRelationship building and trust development with key customer contactsProject & Program ManagementAbility to manage multiple workstreams and customer priorities simultaneouslyCoordinating across internal teams (Field Engineering, Support, Sales, Consulting)Tracking and reporting on customer outcomes and milestonesAnalytical & Problem-Solving SkillsAbility to assess customer health signals and risksIdentifying adoption gaps and recommending corrective actionsData-driven decision making and outcome measurementCollaboration & Internal EngagementWorking closely with Field Engineers on Success Accelerators and deliveryPartnering with CSMs, SSMs, and account teamsEscalation management and cross-functional coordinationEducation:Minimum EducationBachelor's degree is typically the baseline requirement, commonly in fields such as:Computer ScienceInformation TechnologyEngineeringBusiness AdministrationMarketing 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 frameworksEEO:"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."