Technical Account Manager

At Vintti, we understand the importance of real-time collaboration in today's fast-paced business environment. Our staffing solutions focus on connecting US companies with Latin American talent operating in compatible time zones. This strategic approach ensures that businesses can engage with their team members during regular office hours, facilitating immediate communication, swift problem-solving, and seamless project coordination.

A Technical Account Manager (TAM) acts as the crucial bridge between a company and its clients, ensuring technical needs are met and exceeded. Responsible for overseeing the implementation and optimization of products or services, TAMs provide expert guidance, troubleshoot issues, and present tailored solutions that enhance overall customer satisfaction. By collaborating closely with sales, development, and customer support teams, they facilitate efficient communication, foster long-term relationships, and contribute significantly to the client's success and loyalty towards the company’s offerings.

- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
- 3+ years of experience in a technical account management or similar customer-facing technical role.
- Strong technical background with experience in software development, systems administration, or network engineering.
- Excellent problem-solving skills and ability to resolve complex technical issues.
- Proficiency in CRM software for tracking client interactions and issues.
- Strong communication skills, both written and verbal, for effective client interactions and documentation.
- Ability to work collaboratively with internal teams and external clients.
- Experience with technical training and documentation development.
- Proven ability to manage multiple client accounts and prioritize tasks.
- Solid understanding of industry trends and advancements.
- Ability to conduct technical analyses and propose improvement solutions.
- Experience with technical onboarding and integration processes.
- Ability to work under pressure in a fast-paced, dynamic environment.
- Strong organizational skills and attention to detail.
- Availability to travel for client meetings and onsite support as needed.
- Demonstrated ability to provide proactive technical guidance.
- Experience with pre-sales technical support and activities.

- Understand clients' technical requirements and develop customized solutions.
- Resolve complex technical issues related to clients' products or services.
- Conduct regular client check-ins and address any concerns.
- Coordinate with internal teams to deliver seamless customer experiences.
- Provide clients with technical guidance and best practices.
- Develop and distribute technical training and documentation to clients.
- Track and report on client progress, usage, and performance metrics.
- Escalate critical technical issues and ensure timely resolution.
- Stay informed about industry trends and advancements.
- Manage technical onboarding processes for new clients.
- Support pre-sales activities with technical expertise.
- Relay client feedback to influence product development.
- Ensure compliance with service levels and performance criteria.
- Prepare and deliver quarterly business reviews.
- Analyze and propose enhancements to clients' technical environments.
- Maintain detailed records of client interactions and technical issues in CRM systems.

The ideal candidate for the Technical Account Manager role is a consummate professional with a Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field and brings over three years of experience in a similar customer-facing technical role. This individual possesses a robust technical background, including hands-on experience in software development, systems administration, or network engineering, complemented by exceptional problem-solving skills and a proven ability to resolve complex technical issues efficiently. Proficiency in CRM software is paramount, as is the capability to handle multiple client accounts with strong organizational and time-management skills. The candidate excels in both written and verbal communication, able to articulate complex technical concepts in a clear and understandable manner, and is adept at developing technical training and documentation for clients. With a proactive approach, this person consistently identifies and addresses client needs, ensuring high levels of satisfaction. A team player with a collaborative working style, the ideal candidate demonstrates a high degree of initiative, self-motivation, and a solution-oriented mindset tailored to clients’ specific requirements. Adaptable in dynamic environments and committed to staying abreast of industry trends, they are well-prepared for client meetings, including necessary travel, and can effectively manage the technical onboarding process. Their exceptional interpersonal skills and ability to build strong client relationships, combined with a steadfast customer-service mindset, make them an invaluable asset for ensuring compliance with service levels and enhancing clients' technical environments.

- Collaborate with clients to understand their technical needs and provide tailored solutions.
- Manage and resolve complex technical issues that arise with clients' products or services.
- Conduct regular check-ins and meetings with clients to ensure satisfaction and address any concerns.
- Coordinate with internal teams, such as engineering, product management, and customer support, to deliver seamless customer experiences.
- Provide proactive technical guidance and best practices to optimize clients' use of products or services.
- Develop and present technical training and documentation to client teams.
- Track and report on client progress, usage, and performance metrics.
- Escalate critical technical issues internally and follow up to ensure timely resolution.
- Stay updated on industry trends and advancements to provide informed recommendations to clients.
- Manage technical onboarding processes for new clients, including setup and integration.
- Assist in pre-sales activities by providing technical expertise and support.
- Collect and relay client feedback to influence product roadmap and feature development.
- Ensure compliance with contractual service levels and performance criteria.
- Prepare and deliver quarterly business reviews (QBRs) to evaluate client engagement and success.
- Analyze clients' technical environments and propose improvements to enhance efficiency and performance.
- Create and maintain detailed records of client interactions and technical issues in CRM systems.

- Strong analytical and critical-thinking skills
- Exceptional problem-solving abilities
- Proactive approach to identifying and addressing client needs
- Excellent interpersonal and relationship-building skills
- Effective and clear communication style
- Detail-oriented with a high standard for accuracy
- Strong organizational and time-management skills
- Ability to thrive in a client-facing role
- Adaptability in dynamic and fast-paced environments
- High level of technical acumen and proficiency
- Strong customer-service mindset
- Team player with collaborative working style
- High degree of initiative and self-motivation
- Solution-oriented mindset tailored to clients' needs
- Capability to handle multiple priorities and manage tasks efficiently
- Passion for staying current with industry trends and technological advancements
- Demonstrated patience and understanding in resolving technical issues
- Strong ability to present complex technical concepts in a clear and understandable manner

- Competitive salary range
- Comprehensive health insurance plans (medical, dental, vision)
- Retirement savings plan with company match
- Paid time off (PTO) including vacation, sick leave, and holidays
- Flexible work schedule options
- Remote work opportunities
- Professional development and career growth programs
- Tuition reimbursement for continued education
- Certification and training programs
- Employee assistance program (EAP)
- Wellness programs and resources
- Onsite gym or discounted gym memberships
- Stock options or equity grants
- Performance-based bonuses
- Parental leave and family support services
- Company-sponsored events and team-building activities
- Technology and equipment allowances
- Recognition and rewards programs
- Collaborative and inclusive work environment