Technical Account Manager

 Technical Account Manager Description 

The Technical Account Manager (TAM) is considered a client advocate, and will be responsible for ensuring that our customers are proactively provided with the information and support required for the successful deployment, maintenance, and evolution of their RightNow solution.The TAM will also ensure that needs and/or requirements considered critical to the success of our customers are communicated throughout the RightNow organization. 

The Technical Account Manager will help guide the client through their RightNow implementation by resolving issues, and coordinating activities that may span multiple internal groups (e.g., Professional Services, Technical Support, Product Development, etc.)As a Technical Account Manager you will be responsible for understanding those business goals and objectives applicable to our clients? RightNow deployment, and will apply industry and implementation best practices to help ensure the long-term success of the RightNow solution within their organization. The TAM will also act as a strategic advisor helping to plan for upgrades, assisting the client with further adoption of the RightNow solution, and identifying add-on software and service opportunities.Requirements Key Areas of Responsibility:Serves as the primary point of contact for strategic and operational account planning and management in the following areas:  (1) Service Delivery; (2) Incident Support & Issue Resolution; and (3) Metrics & Monitoring. Applies knowledge of RightNow products, services, and best practices to proactive account management. Acts as a liaison to resolve issues between clients and other RightNow departments, and manages critical issues that span multiple organizations (e.g., support engineers, hosting, development,  customer service and third parties) Advises customer how to plan and schedule upgrades Educates the client on support and operational processes Engages the client in  quarterly business reviews Monitors support requests and client issues to ensure timely resolution Reviews RightNow Software performance against client stated goals and objectives Keeps the client informed of information critical to their success (e.g., product roadmaps, customer events, organizational changes, etc.) Identifies opportunities to sell additional professional services and software Keeps the sales and pre-sales group informed of issues concerning their accounts Knowledge Base:3+ years experience implementing RightNow CRM or an equivalent solution. Consulting experience either as an internal consultant or with a consulting/software company. Experience implementing RightNow Technologies, Siebel, Pivotal, Remedy, PeopleSoft, Salesforce.com, custom, etc. Industry knowledge in at least one of the following ? telecommunication, consumer packaged goods, technology, federal government, higher education, retail Working knowledge of  at least one of the following business areas: Call Center/Customer Service Sales Force Automation Marketing Automation Business AnalyticsWorking knowledge of at least three of the following technical areas a plus: HTML programming UNIX (Linux and/or Solaris) administration Microsoft Windows NT 4/2000 Microsoft SQL Server 7 or above Oracle version 8 or above MySQL C, C++ XMLSkill Set:Ability to lead cross functional business and technical teams to provide quick and timely issue resolution. Project Management or Account Management experience. Excellent organization, time management, and communication skills. Ability to manage multiple client accounts at the same time Efficiently and creatively manage and solve difficult, complex problems that affect other groups Passion for customer service. Business development skills. Knowledge of internet technology and operations. Previous experience with a major systems integrator and/or an enterprise software company a plus. Previous service sales experience a plus. Successful candidates have a balance of functional (business) and technical experience. Ability to travel up to 75%