Technical Account Manager at Jaspersoft in San Francisco, CA Jaspersoft

Position Summary

The Technical Account Manager is responsible for working closely with high profile (typically larger than average) Jaspersoft customers that want a direct conduit into Jaspersoft Support and Engineering which provides the customer increased visibility of their product issues and the potential to gain a priority advantage on our roadmap planning. The TAM position spends considerable time communicating with the customer team, understanding their internal motivations, constraints and attempts to eliminate or minimize any Jaspersoft related product or process issues that may prevent a successful deployment or maintenance of the customer implementation.

Essential Functions

• The TAM must maintain effective and concise communication with Jaspersoft customers and personnel on a daily basis.
  
  • Communication must include customer status of open issues, open cases, requirements and/or enhancement requests, process requests, etc.
• Accurately convey customer support issues/questions to the appropriate personnel in a variety of formats (written, oral, etc.).
• Advocate customer issues in a manner supporting the urgency and technical specifics to the appropriate personnel.
• Support and represent multiple technical issues.

• Maintain continuous status reports, calls and/or meetings with appropriate personnel.
• Maintain accurate written documentation.
• Manage cases to final resolution.
  
  • Focused Escalation Management
  • Develop and implement action plans
• Present recommendations for roadmap preferences

Job Requirements

• Strong written and verbal communication skills
• Strong presentation skills
• Versatility in presenting technical concepts to audiences with mixed capabilities
• Ability to work with customers in demanding situations and demonstrate a respect and concern for customer issues and drive resolution through the Jaspersoft organization
• Knowledge of standard product development and release processes
• Knowledge of standard software development workflow and organization structure
• Previous technical experience with web-based enterprise business applications, J2EE technologies, reporting, OLAP, data warehousing, and RDBMS
• Experience working directly with customers in a support or professional services capacity
• Experience and understanding of Enterprise customer requirements, considerations, and limitations a plus
• Must be legally authorized to work in the United States