Technical Account Manager

2 weeks ago

Sydney, Australia Janison Full time

**About the Role**

The Technical Account Manager (TAM) at Janison plays a pivotal role in ensuring the successful implementation and continuous support of Janison's assessment solutions for clients. They serve as the primary technical contact for clients, collaborating closely to understand their technical requirements and ensuring that Janison's solutions align with their needs. Additionally, the TAM acts as a liaison between clients and internal teams, offering feedback and escalating issues as necessary to uphold customer satisfaction.

The TAM is expected to demonstrate autonomy and a solutions-oriented mindset, proactively anticipating and preventing issues while prioritizing client needs in a customer-centric approach. Effective communication skills, both verbal and written, are essential for successful liaison between clients and internal teams. The TAM should work autonomously, taking ownership of issues and driving them to resolution.

Flexibility is crucial for the role, as it may require working outside of core business hours during key test delivery periods. Additionally, the TAM should thrive under pressure and meet tight deadlines to ensure clients receive timely support.

**Roles and Responsibilities**:

- Develop and maintain strong relationships with assigned clients, serving as their trusted advisor on technical matters related to Janison's assessment solutions.
- Collaborate closely with internal teams to ensure that client technical requirements are fully understood and met.
- Provide expert technical guidance and support to clients, troubleshooting issues and delivering effective solutions.
- Partner with the sales and product teams to identify opportunities for upselling or cross-selling Janison's products and services.
- Ensure that clients are using the correct support channels and help educate them on the best practices for issue resolution.
- Proactively work to enhance client knowledge and reduce their reliance on support over time.
- Ensure all client interactions and meetings are accurately logged for internal tracking purposes.
- Act as a primary point of contact and take full accountability for critical and high-stakes customer events, ensuring timely resolution and customer satisfaction.
- Collaborate with internal teams to coordinate, document and execute event readiness action plans for critical events, ensuring the successful delivery of assessment solutions.
- Where required work with customers to assist with assessment event preparation, set up,readiness validation, monitoring and event reporting.
- Lead all software release planning and communication with assigned clients.
- Ensure appropriate smoke tests are performed as part of the solution release.
- Provide regular updates, reports and communication to clients during critical events, managing expectations and ensuring transparency.
- Conduct post-event analysis and identify opportunities for process improvements to prevent future critical events.
- Monitor and report on key performance indicators to track client satisfaction and usage of Janison's solutions.

**Performance Goals and Key Performance Indicators**
- Achieve and maintain a client satisfaction rating of 90+% Event Delivery SLA based on regular Event Readiness, client feedback and surveys.
- Meet customer engagement contractual requirements.
- Reduce client reliance over the life of the contract through proactive education and guidance on tool usage.
- Support upselling and cross-selling targets by identifying and sharing >3 upselling opportunities with the Sales team per year.
- Oversee and support resolution of technical issues within agreed SLA timeframes for 90% of cases.
- Maintain timely and accurate communication with clients and internal teams, responding to (non-urgent) inquiries within 2 business days max.
- Successfully manage and resolve 90% of critical and high-stakes customer events within the defined SLA.
- Implement 75% of identified process improvements to prevent future critical events.

**Experience, Skills and Qualifications**
- Strong technical background, with knowledge of software development, IT infrastructure, and SaaS cloud technologies.
- Excellent communication and interpersonal skills, with the ability to communicate technical concepts to non-technical audiences.
- Ability to manage multiple priorities and work under pressure.
- Experience working in a customer-facing role in the education or technology industry is preferred.
- Certification in relevant technologies (e.g., AWS, Microsoft Azure) is a plus.

**Why Janison?**

We are a purpose driven organisation, offering a ‘fully flex’ approach to work. We understand one size doesn’t fit all, so whatever works for the business, the team and your role - means endless possibilities for the flexibility you need.

We also offer:

- Access to our Employee Share Ownership Program. We will match your shares of up to $2,000 per year
- A fifth week of annual leave (conditions apply), a

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