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Technical Account Manager
Location:
Liberty, MO
Description:
About LTN Global: LTN® Global is a worldwide leader in IP Video technologies and is an innovative service provider to Tier One content owners, broadcasters, and distribution platforms. LTN's portfolio of solutions and services help media companies optimize and automate their audio/video/data workflow, empowering them to produce, playout, acquire, transform, decorate, enrich, distribute, and monetize content at scale. Leveraging the world's fastest and most reliable IP video network. LTN is a trusted partner for the largest media companies in the world. About the Position: We are looking for an experienced Technical Account Manager to provide a single point of support contact for our premier customers. This position includes all facets of customer engagement including providing direct customer facing support for all our products and services and follow through with internal teams and stakeholders. The successful candidate will have a deep Content Delivery Network industry understanding as well as knowledge of modern Web Delivery techniques and technologies. About the Role: A Technical Account Manager (TAM) provides personalized, proactive support and post-sales relationship management by addressing customer technical escalations, investigating critical and complex customer issues and establishing action plans to drive issues to closure. TAM's ensure timely handling of customer issues and concerns by leveraging knowledge and experience to develop strategies which improve the overall quality of the customer experience, ensure retention and promote revenue growth. On the operational front, the Technical Account Manager (TAM) studies customer environments so they can provide informed guidance. They act as a technical liaison between the customer and LTN Support, Engineering and Solution Architect teams and focus on delivering technical recommendations that are aligned with the customer's strategies and goals. The TAM also provides scheduled and ad-hoc reporting and analysis related to technical support incident and performance trends. The TAM oversees and coordinates aging open incidents through resolution and manages technical support issues on the customer's behalf. The TAM provides technical account support by working closely with the customer's internal staff, effectively becoming the customer's technical support expert. The TAM also coordinates weekly and monthly meetings, engaging resources and subject matter experts to assist with issues and projects, ensuring that all decisions are weighed against the potential impact to the business. TAM's have in-depth experience, knowledge and skills in their own discipline, usually determine their own work priorities and act as resource for colleagues with less experience. Essential Duties/Responsibilities: Ensure compliance and drive performance metrics related to time and financial obligations for a portfolio of national accounts by reading and understanding contracts, service level agreements and technical requirements. Provide operational consultation to sales and fulfillment teams during the sales proposal process including customer site visits as required pre-sale. Advise the sales account manager on possible opportunities to generate additional revenue and/or units by conducting regular account analysis. Business recommendations may include installation of new/additional products, identification of sites newly ready for installation and upgrades to existing levels of service. Travel to customer locations on a regular or as needed/requested basis and/or maintain regularly scheduled calls to review service performance reports and other customer requested information including but not limited to installation processes, network performance and other refined customer experience metrics throughout the relationship with the account. Develops and maintains technical account management knowledgebase reference materials, documentation, templates, customer runbooks and technical solution diagrams. As the resident advocate and voice for your customer, you are an extension of the customer's technical team. Be the point of contact for all your customer's technical issues and escalations. Facilitate timely resolution of customer issues by delivering personalized, "high-touch" support andexpedited access to product and support experts familiar with the customer's unique environment. Provide business, technical, and product knowledge in support of post sales activities in order to ensure customer satisfaction. Provide proactive assistance when customers are planning changes and upgrades to their environment and identify revenue growth opportunities. Partner with other critical LTN account team members including Client Services, Project Management, Operations, and Sales and collaboratively develop account strategies. Responsible for tracking and reporting on the health of your customer accounts, providing regular updates to LTN leadership. Participate in quarterly business reviews with broader account management teams. Excellent relationship management, customer service, communication and presentation skills. Participates in solution architecture testing and proof of concept validation for new product designs in collaboration with design engineers. Maintains industry knowledge through vendor engagements, user groups, trade periodicals and technical conferences. Consistent exercise of independent judgment and discretion in matters of significance. Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary. Other duties and responsibilities as assigned Qualifications: Previous experience in a Sales Engineering or Technical Account Management role, preferably with a Video Broadcast, video transport, video compression, video processing, media production company. Experience as a senior technical support representative handling video production distribution and delivery. Self-directed professional; Technical leadership and project management skills, and the ability to manage projects independently. Ability to match client's business requirements with product capabilities. Excellent presentation and communication skills, both written and verbal. Superior organizational and interpersonal skills; Proven success managing customer relationships. Consistent track record of highly professional customer service in fast-paced, dynamic environment. Proven ability to document and implement solutions involving Streaming Media technologies, Broadcast Television, and/or IPTV technologies. Knowledge of Encoding and Transcoding technologies such as MPEG-2, H.264, HEVC, HLS or DASH delivery methodologies.
Company:
LTN Global Communications
Posted:
December 26 2023 on ApplicantPool
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More About this Listing: Technical Account Manager
Technical Account Manager is a Sales Account Manager Job at LTN Global Communications located in Liberty MO. Find other listings like Technical Account Manager by searching Oodle for Sales Account Manager Jobs.
Technical Account Manager is a Sales Account Manager Job at LTN Global Communications located in Liberty MO. Find other listings like Technical Account Manager by searching Oodle for Sales Account Manager Jobs.