Technical Account Manager

Company Description

Because at EASYVISTA, we pay particular attention to the well-being of all our employees, we have obtained the Great Place To Work® 2022-2023 certification.

Would you like to join a fast-growing French software company that places the professional development and success of its employees at the heart of its strategy?

As a leader in the ITSM market, EasyVista has recently acquired 3 technology companies dedicated to ITOM, which strengthens and completes our software offering.

Our objective is to develop globally and double our turnover over the next five years.

To achieve this, we are investing in our people. 

People are at the heart of our business ethos, enabling our employees to develop within expert/multidisciplinary teams.

If you are looking for challenges and a collaborative culture, then join us!

Job Description

EasyVista is looking for just the right person to join our growing team as a Technical Account Manager.

This is an exceptional opportunity. As an EasyVista Technical Account Manager, you will be involved in all aspects of the post-sales customer journey. You will play a key role in helping us radically improve the service experience as you guide customers to ensure they achieve the absolute best solution possible using EasyVista’s proven Global Enterprise Ready products. 

The Technical Account Manager (TAM) plays a crucial role in ensuring the success of our clients by providing exceptional technical support, strategic guidance, and fostering strong client relationships. The TAM will serve as a key liaison between our clients and internal technical teams to ensure that client needs are met, and our products are used in the most efficient and effective way.

Your main responsibilities and role requirements are:

1. Client Technical Relationship Management:
   • Build and nurture strong, long-lasting relationships with clients.
   • Serve as the primary point of contact for technical inquiries, issues, and escalations.
2. Technical Expertise:
   • Develop and maintain deep knowledge of our products or services.
   • Provide expert guidance and support to clients on technical matters.
3. Needs Assessment:
   • Work closely with clients to understand their specific technical requirements, challenges, and business goals.
4. Onboarding:
   • Facilitate the onboarding process for new clients, including providing guidance on product usage and integration.
5. Issue Resolution:
   • Act as the incident manager for technical issues, working closely with internal teams to ensure timely and effective resolutions.
6. Proactive Support:
   • Anticipate potential challenges and provide proactive recommendations or solutions to prevent issues before they arise.
7. Product Feedback and Improvement:
   • Gather feedback from clients and communicate it to the product development team to drive improvements and new features.
8. Strategic Planning:
   • Collaborate with clients to develop long-term strategies that align with their business objectives, ensuring continued success and value.
9. Reporting and Documentation:
   • Maintain detailed records of client interactions, issues, and resolutions, providing clear documentation for both internal teams and clients.
10. Root Cause Analysis (RCA):
    • Coordinate RCA answer for critical incidents and mitigation plan execution as part of continuous improvement.
11. Value Added Services:
    • Supply added value services to the customers, providing guidance and best practices on the technical usage and configuration of EasyVista products.

Qualifications

You must have:

• Bachelor’s degree in computer science or a relevant technical field.
• 5+ years of experience in technical support, account management, or a related role.
• Proficiency in IT Service & Operations Management tools & technologies
• Excellent communication, problem-solving, and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong organizational skills and attention to detail.

Additional desirable skills:

• Self-starter who can work both independently as well as within a team. 
• Aptitude for quickly learning new applications and technology. 
• Ability to work creatively and analytically in a problem-solving environment. 
• SaaS industry experience 
• ITIL Certification

Please include a cover letter that briefly summarizes your interest in the role and how it aligns with your professional goals.

Additional Information

• All your information will be kept confidential according to EEO guidelines.
• Interview with Head of Customer Success, NAM.
• 2nd interview with additional NAM Management.
• Goshaba test.
• References are mandatory.

What do we offer?

• 🎯 Full remote working
• 🎯 Multiple medical, dental and vision plans
• 🎯 Voluntary non-standard benefits including
• 🎯 Pet insurance, personal excess liability, identity theft protection, legal insurance, accident insurance, critical illness insurance, home & auto-group insurance, and hospital indemnity.
• 🎯 20 days of PTO begin accruing immediately upon hiring and there are 10 company provided holidays.
• 🎯 3% employer 401k contribution that starts 90 days after the hire date
• All your information will be kept confidential according to EEO guidelines.