Technical Account Manager

Job Description:
About Pluralsight
Founded in 2004 and trusted by Fortune 500 companies, Pluralsight is the technology skills platform organizations and individuals in 150+ countries count on to innovate faster and create progress for the world.
Working at Pluralsight
At Pluralsight, we believe everyone should have the opportunity to build progress through technology. That everyone should have access to the skills of tomorrow. That technology can make the world a better place. Through the work we do every day, we empower the people who power our world.
And we don't let fear, egos or drama distract us from our mission. We're adults, and we treat each other that way. We have the autonomy to do our jobs, transparency to eliminate office politics and trust in each other to do the right thing. We thrive in an environment with creativity around every corner, challenges that keep us on our toes, and peers who inspire us to be the best we can be. We bring different viewpoints, backgrounds and experiences, and united by our mission to democratize technology skills, we are one.
The Opportunity

• The Technical Account Manager (TAM) is a subject matter expert on our Skills products and dedicated to specific business accounts
• A TAM will be a primary technical contact for the customer's plan admin, coordinating activities and resources to ensure the customer is realizing the most value out of the product
• Troubleshooting systems issues as they arise
• Strengthen relationships with customers by demonstrating alignment with their strategic goals and quantifying Pluralsight's impact against their goals
• Determining whether the current customer solution can be upgraded or if a new system needs to be installed
• Presenting customers with design ideas and schematics
• Project managing the design and implementation of the system
• A TAM will work closely with key customers, as well as the Pluralsight Sales, Success, Support, and ProServ teams

Who you're committed to being:

• A life-long learner, developing and maintaining subject-matter expertise of Pluralsight's platform and products
• Able to understand basic troubleshooting steps, identify issues, conduct research and follow processes
• Proactively take corrective actions in a timely manner and make strategic recommendations to help customers be more successful. Raise technical issues to product support, engineering, and engaging leadership when needed
• An advocate of learning, promoting and assisting companies to embrace a culture of learning by demonstrating Skills reporting to enhance their employees' professional development
• Collaborative and resourceful, working with Account Executives, Customer Success Managers, Professional Services, and others to ensure effective execution on customer success plans
• Bring structure to the client's decision-making process by communicating and evaluating solution options, and facilitating agreement among key stakeholders

What you'll own:

• Project managing the design and implementation of the system integration. Becoming an authority on each customer's product implementation by developing relationships with the customer's business and technical collaborators
• Accelerating the customer's business priorities and goals by providing thoughtful recommendations and owning the projects that improve account health
• Developing relationships with customer's business and technical decision makers to be seen as a trusted advisor
• Promoting early adoption of new platform capabilities, ensuring our largest accounts are also our product champions
• Assessing, documenting, communicating, and following up on application health with the customer and internal teams. The TAM will be expected to maintain key health activities for the customer and open upgrades
• Discovering and implementing opportunities to leverage Pluralsight with the customer to drive growth and maturity of the customer's teams
• Presenting and coordinating product releases, upgrades, deployment of services, and customer-specific plan strategy to the customer as well as internal teams
• Dedicated customer contact for issue management, overseeing all the moving parts of the system integration and ensuring proper resources are incorporated and coordinated through the issue resolution process
• Collaborating with an account team (typically consisting of an account executive and customer success manager) to secure renewals, resolve plan health issues, and develop standard methodologies for scaling accounts
• Identifying features/functionalities that customers aren't using as an opportunity for increased product stickiness, and making a case for functionality adoption as additional customer value
• Clearly communicating context and technical detail to engineering when needed, enabling engineering to efficiently tackle problems the customer faces

Experience you'll need:

• 5-year experience in an enterprise-level customer-facing role (e.g. Professional Services, Technical Account Management, Solutions Consultant, Sales, Customer Success).
• 2+ years experience with direct project management responsibility to be responsible for sophisticated projects cross-functionally with internal and external partners.
• Minimum 1-year experience as a subject-matter guide or onboarding capacity, primarily communicating through email and Zoom.
• Understanding of APIs (how they work, troubleshooting and optimization) required.
• Experience working with Jira/Confluence.
• Technical familiarity in command line, multi cloud, SQL, Linux, and networking.
• Knowledge of software engineering workflows and metrics.
• Knowledge of Data Architecture
• B.A. in a software engineering-related field or equivalent work experience
• Experience communicating to executive and technical audiences
• Strong verbal and presentation abilities, capable of effectively communicating ideas to clients and prospective clients at all levels of an organization.
• Strong organizational and time management skills.

Be Yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status
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