Technical Account Manager
Here at Sisense we disrupt the Business Intelligence market. Our product allows business users to analyze BIG data with no help from the IT dept.
How? By building on a set of unique and cutting edge technologies, wrapped up in a killer product.
What are we looking for?
We are looking for an experienced Technical and Customer Success Manager to manage the post-sales relationship for assigned accounts, for building customer loyalty and satisfaction, consistent with revenue retention and growth objectives.
What will you do?
· Manage the post-sales relationship for accounts. Serve as the primary client contact and advocate for day to day and escalated issues and requests
· Establish and maintain customer satisfaction across accounts through account planning, proactive client communications, issue remediation and containment, and performance measurement.
· Protect existing revenue streams, identify and neutralize competitive threats
· Actively farm existing account base to identify new solutions or service opportunities. Provide valuable account information and insight to support the sales proves.
· Build and execute an account specific relationship framework inclusive of regularly schedule status calls, quarterly business reviews, account documentation, reference management and account planning sessions
· Leverage internal subject matter experts to help customers optimize their investment, ensure program objectives are being met and measure the value of the solution to their organizations.
· Coordinate activities and provide leadership on directions of key projects, initiatives and issues across internal business unites.
· Conduct regular briefings on account status to senior management and other internal stakeholders.
RequirementsWhat should you have?
· 5+ years experience in account management/client relationship supporting
· Extensive use of SQL and RDBMS systems (DB2, Oracle, SQL Server,etc.)
· Experience with NoSQL, databases such as MongoDB or Hadoop
· Extensive experience with data warehouse implementations
· Strong knowledge of logical and physical data modeling concepts
· 3+ years of experience with IT infrastructure and application support
· Experience with implementation of BI projects as well as ETL and BI tools such as; Informatica, SSIS, SSRS, BuisnessObjects, Cognos, Qlikview or Tableau
· Programming/ scripting experience and knowledge of software development life cycle is preferred
· Ability to forecast churn and upgrades for account base
· Ability to tailor message formats and contents to the audience and get heard
· Ability to lead and motivate, develop clear and creative solutions to complex problems and manage multiple initiatives simultaneously
· Comfortable dealing with complex customer relationships, decision processes and competing agendas
· Bachelor’s degree, ability to travel 50%