We are a leading provider of SAAS procurement software, offering innovative solutions that streamline sourcing, procurement, and supplier management. Our customers rely on us to provide cutting-edge tools and services that drive efficiency and value across their procurement processes. We are seeking a Director of Technical Account Management and Customer Success to lead our efforts in ensuring both the technical and business success of our customers.
Job Overview:
The Director of Technical Account Management and Customer Success will be responsible for leading a team that ensures the successful deployment, adoption, and value realization of our solutions. This role combines technical support with a focus on business outcomes, helping clients achieve their goals while also driving customer satisfaction, retention, and growth. You will manage both Technical Account Managers (TAMs) and Customer Success Managers (CSMs), overseeing the technical and business aspects of the customer relationship.
Key Responsibilities: Team Leadership: Lead and manage a combined team of Technical Account Managers and Customer Success Managers, setting goals, monitoring performance, and fostering professional development. Customer Success: Develop strategies to drive customer success by focusing on product adoption, usage, and helping customers achieve their business objectives. Ensure long-term satisfaction, retention, and growth through proactive engagement. Technical Success: Oversee technical engagements to ensure smooth product deployment, technical issue resolution, and optimal product configuration. Serve as the escalation point for complex technical challenges. Strategic Relationship Management: Build and maintain strong, long-term relationships with key stakeholders across customer organizations, acting as both a technical advisor and a business advocate. Cross-Functional Collaboration: Work closely with Product, Engineering, and Support teams to address customer needs, resolve issues, and provide feedback on customer requirements. Growth Opportunities: Identify opportunities for upsell, cross-sell, and renewals, partnering with Sales to drive expansion within existing accounts. Customer Health Monitoring: Track and report on key customer health metrics, satisfaction, and product usage. Proactively address risks and develop action plans to improve customer engagement and outcomes. Industry Expertise: Stay updated on industry trends and competitive offerings to provide valuable insights and recommendations to customers and internal teams. Process Improvement: Continuously refine and improve internal processes to enhance the overall customer experience, streamline operations, and increase team efficiency.