Technical Account Manager

Description

The Technical Account Manager (TAM) owns the technical relationship between clients and the business across multiple Tyler products. TAMs are responsible for coordinating the installation and integration of technical services for their clients as well as identifying and resolving potential areas of concern before they arise throughout the client's business relationship with Tyler. TAMs maintain close communication with their clients and facilitate communication with internal business units on behalf of their clients when necessary. As the owner of the technical relationship, TAMs may make recommendations based on the client's current and future technology needs.

Responsibilities

• Work with internal and external customers on resolving infrastructure issues to ensure optimal system performance.
• Formulates guidance and training of policies, procedures and standards relating to technical requriements for customers.
• Consult, plan, and develop recommendations specific to a client's infrastructure including long-range requirements, maintenance guidelines and protection implementation of infrastructure
• Proposes and implements enhancements that will improve the performance and reliability of client infrastructure through development, support, and client-specific implementations.
• Monitor and analyze performance of complex system components and make recommendations.
• Proactively solve conflicts and address issues that could occur between the business and customer IT.
• Develop system specifications, technical documentation, requirements, KB Articles.
• Prioritize workload and resolution for customers assigned to meet service level agreements.
• Analyze and resolve complex customer issues, escalating to other departments as identified.
• Participates in identifying and recommending complex technology solutions for clients.
• Work closely with account management, support, development and conversion teams on issue resolution and process improvement.
• Work on complex projects either independently or as part of a team.
• Tracks and recognizes knowledge opportunities; recommends and perform additional training as needed.
• Provides training and mentors junior staff members.
• Performs other job-related duties and responsibilities as may be assigned from time to time.

Qualifications

• BS/BA degree in related field or 5 years equivalent experience is required.
• Advanced knowledge of MS servers, virtualization, data storage, networking.
• Strong knowledge of SQL and software development concepts.
• Excellent analytical, communication and customer service skills required.
• Ability to multi-task, works as part of a team, and develops and train staff.
• Previous experience working in a technical/application software support environment.
• Excellent interpersonal skills including verbal and written communication skills, teamwork and customer service skills.