Technical Account Manager - Senior Professional

Technical Account Manager - Geospatial (GIS) Utilities Professional Services

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Schneider Electric Geospatial (GIS) Utilities Professional Services has an outstanding opportunity for a motivated individual to assume the role of Technical Account Manager (TAM) in the US office (Fort Collins, CO) or remote from home.

As a key member of the Enterprise GIS Professional Services group within the Geospatial (GIS) - Utilities vertical, the Technical Account Manager will own the success of some of our most strategic clients.

As our clients' trusted advisor, you will help them develop upgrade strategies, ensure resolution of their technical support cases, stay engaged with (and oversee) their ongoing projects, become familiar with their personnel/ organization /environment /workflow/ processes / configuration, attend conference calls, conduct workshops, coordinate DBA activities, facilitate developer activities/support, produce and send reports, conduct onsite visits, and ensure that the client is successful and a reference account with a high NPS (Net Promoter Score).

The TAM is responsible for managing, coordinating and ensuring the high quality and timely delivery of support services for Custom and Extended Support & Maintenance (ESM) clients.

The TAM will work directly with ESM clients' named contacts to facilitate services and case management needs.

What will you do?
• Ensure the high quality and responsive delivery of all committed ESM services to your assigned accounts
• Be familiar with your assigned clients' architecture, infrastructure and business goals
• Work closely with Support Engineers, Developers, Program Managers, Implementation Specialists, Project Managers and Account Executives
• Responsible for the overall coordination with the client regarding the ESM Program.

This may include communication with the client on the status of open issues, software updates and upgrade procedures.
• Responsible for testing and diagnosis of issues reported by ESM clients.

This may include examination and debugging of custom code developed by Schneider Electric.
• Work independently with Support Engineers on open issues to determine circumstances under which issue occurred and testing of fixes until resolved
• Maintain a schedule of planned and active ESM Program tasks for each client
• Work with System Administrators, DBA Team and individual project team members to establish appropriate environments for each client where an ESM Program agreement is in place
• Coordinate with Extended Maintenance Manager and other Technical Account Managers regarding the support needs o...