Technical Account Manager - Bellevue, WA
 

 Position Overview  

The Technical Account Manager (TAM) at PivotLink will have dual responsibilities related to customer success: managing initial implementations and the ongoing customer relationship. This role is responsible for the successful implementation of customer business reporting requirements across a wide range of industries. Projects will include work for both new customers and existing customers. The TAM will be responsible for managing internal resources, consultants, and potentially customer resources using a standardized methodology. Additionally, the TAM will also be responsible for post implementation activity related to new business requirements, technical issues, and customer adoption. This latter set of responsibilities is essential the success of PivotLink’s customers. The successful candidate will be an effective communicator who knows how to drive multiple projects to closure and deliver high customer satisfaction.
 

Areas of Responsibility

Planning

• Collaborate with the customer subject-matter experts to define needs
• Develop work estimates, tasks and overall project schedule
• Work with customers to develop a test strategy and success criteria

Organizing

• Lead team meetings and issue identification/resolution
• Work with customers to investigate, identify and resolve data issues
• Actively participate in creating standards and repeatable processes
• Provide technical insight, oversight, strategic context, direction and leadership to the teams involved

Controlling

• Work with the development team to resolve issues
• Manage project execution, resource deployment and overall coordination efforts to ensure projects are completed on schedule and to budget
• Oversee implementations including the final production acceptance review and signoff

Managing

• Discover the business drivers from an executive level, and determine how they map to the issues at the operational side
• Communicate relevant information to the customer so they can see the value in the solution
• Educate customers on proper use of technical support procedures
• Setup regular checkpoints with customers after project post-release to continue to maintain an active communication channel
• Work with internal PivotLink departments to coordinate communication to existing customers on releases, features, and other PivotLink news
• Establish a strategic relationship with decision makers at the Customer site to ensure successful adoption and use of PivotLink

Qualifications

• Bachelors Degree in IT/Business
• Exposure to all aspects of the Project Life-cycle, with a particular emphasis in project initiation, concept definition, requirements gathering, testing, end-user training and support
• 5+ years experience with progressively greater responsibility working on complex database development, and reporting projects
• Experience implementing and managing business intelligence and/or enterprise database reporting solutions
• Thorough knowledge of data modeling concepts (ERD), architectures, design principles (OLAP), and data transformation (ETL)
• Thorough knowledge of design and integration principles related to complex databases
• Ability to translate complex technical terminology, concepts and issues in terms understandable to technical and non-technical management and staff
• Experience in requirements gathering, requirements analysis, and data modeling

Skills

• Ability to develop and lead teams in a matrix management setup
• Excellent written and oral communication skills
• Strong technical proficiency in software such as Word, Excel, Powerpoint, Excel
• Familiarity with basic project management methodology and deliverables
• Ability to effectively communicate with senior management as well as with those from computer science and business backgrounds
• Ability to develop strong interpersonal professional relationships
• Excellent problem solving skills
• Ability to maintain effectiveness in a dynamic environment with high degree of change and complexity
• Desire to contribute at a strategic and tactical level internally and with Customers
• Willingness to wear several hats and think creatively to solve problems, particularly when the “by the book” processes are not effective

Apply

If you're interested in this position at PivotLink, please send a cover letter with your resume to careers@pivotlink.com.