Technical Account Manager

This is a Full Time, The Technical Account Manager will consistently demonstrate strong customer focus, responsiveness, and the ability to drive resolution of complex technical issues. This role is critical in ensuring optimal technical services delivery, customer satisfaction, and retention of Managed Services accounts.

Your mission

Webscale helps companies accelerate their transition to modern commerce with our Intelligent CloudOps Platform by transforming the way they monitor, optimize and secure their online storefronts, allowing e-commerce merchants to make intelligent, data-driven decisions to create a safer, more engaging user experience for their customers. Its fully optimized, highly secure, and reliable automation platform streamlines the migration and management of ecommerce storefronts in any public cloud, including Amazon Web Services, Google Cloud Platform, and Microsoft Azure.

As we expand our business, we are looking to hire a Technical Account Manager to work with our largest and most strategic customers. You will be responsible for resource utilization and cost management balanced with customer satisfaction through effective delivery of managed services. You will be the primary point of contact for a portfolio of Managed Services and will provide end-to-end oversight of the delivery process, ensuring timely issue resolution and delivery of the agreed-upon services.

Responsibilities

• Serve as the main technical point of contact for assigned Managed Services accounts.
• Develop and maintain strong relationships with customers, fostering a sense of partnership and collaboration.
• Understand and articulate the scope, delivery model and contractual obligations of each account.
• Collaborate with internal delivery teams to coordinate and execute on customer requirements.
• Manage client expectations around service delivery timelines, issue resolution, and overall account health.
• Work closely with the project management team to ensure accurate tracking and reporting of account status and progress.
• Provide regular status updates to customers and internal stakeholders as needed.
• Act as an advocate for the customer within the company, advocating for necessary changes, modifications or escalations to ensure customer satisfaction.
• – Conduct regular account reviews and provide regular reports to internal stakeholders and senior management.

Standard Qualifications and Experience