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Technical Account Manager PivotLink
Position OverviewThe Technical Account Manager (TAM) at PivotLink will have dual responsibilities related to customer success: managing initial implementations and the ongoing customer relationship. This role is responsible for the successful implementation of customer business reporting requirements across a wide range of industries. Projects will include work for both new customers and existing customers. The TAM will be responsible for managing internal resources, consultants, and potentially customer resources using a standardized methodology. Additionally, the TAM will also be responsible for post implementation activity related to new business requirements, technical issues, and customer adoption. This latter set of responsibilities is essential the success of PivotLink?s customers. The successful candidate will be an effective communicator who knows how to drive multiple projects to closure and deliver high customer satisfaction.
Areas of Responsibility
Planning
Collaborate with the customer subject-matter experts to define needs
Develop work estimates, tasks and overall project schedule
Work with customers to develop a test strategy and success criteria
Organizing
Lead team meetings and issue identification/resolution
Work with customers to investigate, identify and resolve data issues
Actively participate in creating standards and repeatable processes
Provide technical insight, oversight, strategic context, direction and leadership to the teams involved
Controlling
Work with the development team to resolve issues
Manage project execution, resource deployment and overall coordination efforts to ensure projects are completed on schedule and to budget
Oversee implementations including the final production acceptance review and signoff
Managing
Discover the business drivers from an executive level, and determine how they map to the issues at the operational side
Communicate relevant information to the customer so they can see the value in the solution
Educate customers on proper use of technical support procedures
Setup regular checkpoints with customers after project post-release to continue to maintain an active communication channel
Work with internal PivotLink departments to coordinate communication to existing customers on releases, features, and other PivotLink news
Establish a strategic relationship with decision makers at the Customer site to ensure successful adoption and use of PivotLink
Qualifications
Bachelors Degree in IT/Business
Exposure to all aspects of the Project Life-cycle, with a particular emphasis in project initiation, concept definition, requirements gathering, testing, end-user training and support
5+ years experience with progressively greater responsibility working on complex database development, and reporting projects
Experience implementing and managing business intelligence and/or enterprise database reporting solutions
Thorough knowledge of data modeling concepts (ERD), architectures, design principles (OLAP), and data transformation (ETL)
Thorough knowledge of design and integration principles related to complex databases
Ability to translate complex technical terminology, concepts and issues in terms understandable to technical and non-technical management and staff
Experience in requirements gathering, requirements analysis, and data modeling
Skills
Ability to develop and lead teams in a matrix management setup
Excellent written and oral communication skills
Strong technical proficiency in software such as Word, Excel, Powerpoint, Excel
Familiarity with basic project management methodology and deliverables
Ability to effectively communicate with senior management as well as with those from computer science and business backgrounds
Ability to develop strong interpersonal professional relationships
Excellent problem solving skills
Ability to maintain effectiveness in a dynamic environment with high degree of change and complexity
Desire to contribute at a strategic and tactical level internally and with Customers
Willingness to wear several hats and think creatively to solve problems, particularly when the ?by the book? processes are not effective
| Location: | 15325 SE 30th Place Suite 300 Bellevue, WA 98007 United States |
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PivotLink
Investors: Emergence Capital Partners, Trident CapitalAll Jobs: at PivotLink
| Web Site: | www.pivotlink.com |
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| Headquarters: | 15325 SE 30th Place Suite 300 Bellevue, WA 98007 United States |
| Industry: | IT Services |
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