Description:
Pathwire is looking for a Technical Account Manager to join the growing team! A Technical Account Manager, or TAM, is what we like to call a customer advocate for clients utilizing our Managed service. They are responsible for owning the relationship with their customer base and being a dedicated resource to handle any and all issues by understanding what the issue is, effectively communicating to any internal partners, and following through to the resolution of the issue. The TAM is the primary dedicated POC for their clients and is essential in keeping clients engaged and helping Pathwire meet its retention goals!
Responsibilities
- Partner with Sales to onboard new and existing customers into the Managed service
- Work closely with clients to understand their business and how they can effectively use Pathwire to reach their business goals
- Ensure clients understand and are able to implement email best practices that align with their business needs and to help improve overall email deliverability
- Monitor Sender Scores, block lists, delivery rates, etc and proactively fix any issues that may arise, as well as provide guidance on how to avoid these issues in the future
- Ensure clients and Pathwire are in compliance with SLAs, TOS, AUP etc
- Identify revenue growth opportunities with the Sales team through utilization of new services and/or contract renewals
- Develop and maintain strong product knowledge of Pathwire
- and its competitors to properly support their clients, as well as evangelize new product features as they are released
Requirements
- Ability to build and maintain strong relationships with both clients and internal teams
- Solid technical background with the ability to effectively communicate issues to a wide variety of client contacts
- Experience with email systems, DNS, Telnet, APIs
- Strong project and time management skills, to include prioritization of multiple tasks across potentially dozens of clients
- Excellent communication (verbal and written), critical thinking and analytical skills
- 2+ years of experience in an Account Management, Technical Support, or similar client-facing role as the primary POC for a strategic customer