Job Title: Technical Account Manager
Posted by: The Washington Post on Jun 21, 2018
Location:
Washington , DCJob Description:
Job Description
As an increasing number of large publishers move their critical business processes to Arc Publishing, we are in need of high-powered technical talent to advise our customers on this journey. You will work one on one with several key Arc customers throughout the entire onboarding and customer lifecycle advising them during the planning phase of new projects to supporting them when they have Arc products operating in production.
The Technical Account Manager (TAM) functions as part of the Arc Engagement team to ensure key enterprise customer success in onboarding onto, using, and extending the Arc platform. The TAM provides assistance to the customer as an expert on the full line of Arc Publishing products & services, project planning and launch and ongoing operational issues. TAMs understand the business goals of the customer, and keep those in mind as they help drive customer engagements forward. TAMs are engaged at the account level in providing recommendations and proactive advice through all phases of the implementation life cycle. The TAM works closely with an engagement product team and the Arc professional services team to onboard customers onto the platform; as a small team, our TAMs are active in managing these projects and ensuring that clients are successful in onboarding onto Arc.
In order to be successful in this role, you must possess customer facing skills that allow you to represent Arc well within a customer's environment and drive discussions with senior personnel regarding incidents, implementation best practices, and project scope and timelines. You should also have a demonstrated ability to think strategically about business, product, and technical challenges as you help our customers take advantage of the efficiencies, cost savings and quick innovation available only in a cloud-hosted CMS such as Arc. In this role, you will also act as the voice of the customer within Arc and The Washington Post to escalate problems and to drive prioritization of business needs for our customers.
While not a sales role, the TAM will work closely with the sales team, account executives and product development to understand expansion opportunities, be highly knowledgeable about Arc product offerings since he/she may often be called upon to provide technical support and training. Additionally, he/she will create policies that optimize the customer experience from both external and internal stakeholders feedback.
Responsibilities:
Build trusted relationships with key stakeholders within client organizations to generate proper levels of adoption, ensure renewals, and create new revenue opportunitiesUnderstand the customer's business goals and technical environment, including software currently usedCollaborate with the appropriate business functions and teams to assess and recommend technologies that support customer needsOperate as the lead point of contact for all matters specific to customer accountsComplete analysis and present periodic reviews of operational performance to customer leadershipChampion and advocate for customer requirements within Arc Publishing (be their voice)Lead onboarding projects to help bring new accounts onto the platformSupport growth of sales skills and ability to ensure success of growth through various methods including analyzing key performance indicators and metrics
Requirements:
Bachelor's Degree or equivalent work experience5-7 years of experience in B2B environments; preferably technical account management, implementation, or customer successPrevious customer-facing experience as a technical leadStrong customer focus and bias for actionExperience with Customer Relationship Management (CRM) software such as, Salesforce or other software environmentExperience with distributed systems, APIs, systems architectureClear understanding of customer success sales processes and customer lifecyclesThis position may require up to 25% travelStrong organizational, creative problem-solving, and collaborative skillsProven ability to interact effectively at all levels within an organization, including executive and C-levelAbility to work well in a dynamic group environment and under deadline pressuresStrong analytical, oral and written communication, and presentation skills
INDVAR
As an increasing number of large publishers move their critical business processes to Arc Publishing, we are in need of high-powered technical talent to advise our customers on this journey. You will work one on one with several key Arc customers throughout the entire onboarding and customer lifecycle advising them during the planning phase of new projects to supporting them when they have Arc products operating in production.
The Technical Account Manager (TAM) functions as part of the Arc Engagement team to ensure key enterprise customer success in onboarding onto, using, and extending the Arc platform. The TAM provides assistance to the customer as an expert on the full line of Arc Publishing products & services, project planning and launch and ongoing operational issues. TAMs understand the business goals of the customer, and keep those in mind as they help drive customer engagements forward. TAMs are engaged at the account level in providing recommendations and proactive advice through all phases of the implementation life cycle. The TAM works closely with an engagement product team and the Arc professional services team to onboard customers onto the platform; as a small team, our TAMs are active in managing these projects and ensuring that clients are successful in onboarding onto Arc.
In order to be successful in this role, you must possess customer facing skills that allow you to represent Arc well within a customer's environment and drive discussions with senior personnel regarding incidents, implementation best practices, and project scope and timelines. You should also have a demonstrated ability to think strategically about business, product, and technical challenges as you help our customers take advantage of the efficiencies, cost savings and quick innovation available only in a cloud-hosted CMS such as Arc. In this role, you will also act as the voice of the customer within Arc and The Washington Post to escalate problems and to drive prioritization of business needs for our customers.
While not a sales role, the TAM will work closely with the sales team, account executives and product development to understand expansion opportunities, be highly knowledgeable about Arc product offerings since he/she may often be called upon to provide technical support and training. Additionally, he/she will create policies that optimize the customer experience from both external and internal stakeholders feedback.
Responsibilities:
Build trusted relationships with key stakeholders within client organizations to generate proper levels of adoption, ensure renewals, and create new revenue opportunitiesUnderstand the customer's business goals and technical environment, including software currently usedCollaborate with the appropriate business functions and teams to assess and recommend technologies that support customer needsOperate as the lead point of contact for all matters specific to customer accountsComplete analysis and present periodic reviews of operational performance to customer leadershipChampion and advocate for customer requirements within Arc Publishing (be their voice)Lead onboarding projects to help bring new accounts onto the platformSupport growth of sales skills and ability to ensure success of growth through various methods including analyzing key performance indicators and metrics
Requirements:
Bachelor's Degree or equivalent work experience5-7 years of experience in B2B environments; preferably technical account management, implementation, or customer successPrevious customer-facing experience as a technical leadStrong customer focus and bias for actionExperience with Customer Relationship Management (CRM) software such as, Salesforce or other software environmentExperience with distributed systems, APIs, systems architectureClear understanding of customer success sales processes and customer lifecyclesThis position may require up to 25% travelStrong organizational, creative problem-solving, and collaborative skillsProven ability to interact effectively at all levels within an organization, including executive and C-levelAbility to work well in a dynamic group environment and under deadline pressuresStrong analytical, oral and written communication, and presentation skills
INDVAR
Pay Rate:
Unspecified
HR. Website URL:
https://washpost.wd5.myworkdayjobs.com/washingtonpostcareers/jobs
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About The Washington Post
The Washington Post newspaper is an operating division of The Washington Post Company. The Company is a diversified media company whose principal operations include newspaper and magazine publishing, television broadcasting, cable television systems, electronic information services, test preparation and educational and career services. Company headquarters are in Washington, D.C. Since it first began publication over a century ago, The Washington Post has grown into one of the most recognized news organizations in the world.
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