Manager - technical account management

The Manager, Technical Account Management is responsible for leading the team of Technical Account Managers (TAMs), who act as key liaisons between key accounts and the service organization. The position provides strategic leadership and operational oversight to ensure customer needs are anticipated, met, and exceeded through proactive service management and effective cross-departmental collaboration. The Manager will ensure TAMs are equipped to manage complex customer accounts, projects, and service activities, while maintaining a focus on customer satisfaction, service quality, and internal efficiency.

This position will travel up to 75% of the time including international travel. Schedule needs to be flexible to accommodate internal and external customers’ schedules. Must be able to travel with little notice as customer demands require.

Essential Duties and Responsibilities include the following. Other duties may be assigned:

• Act as a Technical Account Manager for assigned accounts as applicable.
• Provide leadership and mentoring to the TAMs. Set clear expectations, conduct regular performance reviews, and support professional development initiatives.
• Serve as the senior point of contact for complex customer issues, escalations, and high-visibility service concerns. Guide TAMs in managing and resolving critical challenges.
• Actively participate in special projects as required by the V.P. of Customer Service while managing changing priorities and a diverse range of assignments.
• Work closely with Sales, Regional Service teams, CSRs, Project Managers, and our international support teams to ensure a seamless transition from sales to service and to support ongoing customer success.
• Identify opportunities for process improvement in TAM workflows, service coordination, and communication. Create and implement best practices to increase efficiency and consistency.
• Define, establish, and enhance the TAM’s role while ensuring that team members are effectively trained and meet the roles performance requirements.
• Support the development of strong, long-term relationships with key accounts by engaging in strategic service planning, attending customer meetings, and participating in Top-to-Top meetings.
• Assist in planning and hiring of TAM resources based on business priorities, key account needs, and company objectives.
• Maintain technical knowledge on current and emerging trends affecting the industry and related technology.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

An associate’s degree or equivalent technical school diploma in electrical or mechanical engineering or similar discipline and two years of experience servicing Multivac equipment; or an equivalent combination of education and experience.

Computer Skills:

To perform this job successfully, an individual should be proficient in Microsoft Office, particularly Word and Excel, as well as having working knowledge of database applications, ERP systems, and contact management systems.

Certificates and Licenses:

Current valid driver’s license and the ability to obtain a passport for travel as required by position.

Supervisory Responsibilities:

This role oversees day-to-day activities, assigns workloads, and ensures team members are effectively managing customer accounts and service engagements. The manager conducts regular performance reviews, sets clear expectations, promotes professional development, and holds team members accountable to company standards. Additionally, the role involves coordinating cross-functional collaboration, addressing escalations, resolving conflicts, and ensuring adherence to company policies and procedures.