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Technical Account Manager

Location: Dallas, Texas
Date Posted: 31-03-2017
Technical Account Manager                                                                                   REQ# 5599  

Position Purpose:
The Technical Account Manager (TAM) is responsible for building and maintaining a trusted-advisor relationship with large and complex accounts. As the customer’s trusted-advisor, the TAM consults with the customer, articulating Entrust technology and product capabilities to business and technical contacts.  The TAM is the customer’s advocate within Entrust, representing the customer’s interests as he/she works with Entrust support teams, product management teams, and other stakeholders on the customers behalf.
The TAM provides a 24X7X365 interface for the customer, ensuring incidents and service requests are address, escalated, and resolved in a timely manager. The TAM identifies customer pain points, offers recommendations, and recognizes current and future customer requirements. The TAM plays a vital role in helping customers avoid unplanned outages by providing proactive guidance of changes, best practices, proper use of Entrust technology and products, and recommended configurations.
From both a functional and technical perspective, the TAM is Entrust’s primary focal point and advocate for a customer’s success. The location for the positon is Ottawa, Canada or Dallas, Texas.
  • Act as technical resource to assigned accounts, requiring conversational level technical expertise across all Entrust products and specialized skills in at least one product line.
  • Maintain current functional and technical knowledge of the entire Entrust product portfolio.
  • Maintain and expand working knowledge of current and pre-released products, as well as their integration and methods of support.
  • Develop deep relationships with the customer, building credibility and confidence to be seen as a trusted advisor.
  • Stay abreast of all strategic customer initiatives, helping to promote the most effective deployment of Entrust technology and products to solve business challenges.
  • Keep the customer informed of new functionality in upcoming product releases and develop a roadmap for successful adoption of the latest enhancements.
  • Analyze design alternatives and recommend best approaches based on knowledge of business requirements.
  • Acts as single point of contact for all support requirements as they pertain to the customer’s environment.
  • Review open incidents, problems and enhancement requests, communicating priority and direction to responsible Entrust teams to ensure necessary visibility, priority and results.
  • Provide technical leadership for the customer’s initiatives. Including troubleshooting issues, identifying solutions and answering technical questions as they arise.
  • Work collaboratively with service and support colleagues to communicate potential process and system changes that might impact their assigned customers.
  • Track and analyze customer issues to identify root cause solutions and drive process improvements
  • Identify and lead continuous improvement activities in support of customer and internal business processes.
  • Provide clear and constructive product feedback to Product Management teams based on customer requirements.
  • Help the customer identify and report on measurable results that demonstrate the efficiencies gained and business challenges overcome utilizing Entrust solutions.
  • Works with customers to define key performance indicators and establish reporting schedule to publish performance on selected metrics.
  • Measure and report on customer satisfaction.
Basic Qualifications:
  • 7+ years’ experience in customer-facing support/consulting position
  • MUST HAVE a strong technical background with deep knowledge of Entrust Datacard technology, products and services, e.g. PKI
  • Expert-level knowledge of at least one Entrust product line
  • Service delivery experience supporting technical products
  • Excellent communication (written and verbal) and presentation skill
  • Ability to think critically (internal and external to the company) and take a process view to solve problems and make decisions
  • Ability to influence and build relationships across teams and across all levels of the organization
  • Strong customer orientation and commitment to excellence
  • Up to 25% travel internationally
Preferred Qualifications:
  • Four year degree (CS or EE preferred)
  • Experience as a technical account manager for global software company
  • Knowledge of project management tools and techniques, PMP
  • Experience supporting a diverse global client base
  • Experience with ITIL based Service related activities, particularly in a SaaS model
About Entrust Datacard
Our growing company relies on curious, dedicated and innovative colleagues to anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust Datacard technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers. Each year, our solutions secure billions of transactions — and every day, our technologies issue and manage more than 10 million secure identities. How do we do all of this? Together.
Join us. Together we’ll create solutions for a more connected, mobile and secure life.
For more information, visit www.entrustdatacard.com. Follow us on Twitter, YouTube and LinkedIn.
Entrust Datacard Corporation is an EOE/AA/Veteran/People with Disabilities employer.
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