Technical Account Manager

5 months ago

Brisbane, Australia For The Record Full time

**About Us**:
For The Record is the global leader in digital audio, visual, and record-keeping technology for legal justice. Over three decades, we ve modernised more than 30,000 courtrooms across 70+ countries. Our innovations include FTR RealTime, an AI-based instant speech-to-text platform; the world s first cloud-based recording management system; and a virtual justice platform that observes traditional court protocols.

With hubs in Australia and in the U.S., and team members around the globe, we unite around the common goal of enhancing access to justice. If you re motivated to help us achieve our purpose of meaningfully modernising legal justice, we encourage you to apply.

**The Role**:
For The Record is looking for an experienced, technically savvy relationship and account management professional to manage a portfolio of our Australian, Asia Pacific, and African based customers. Our business is growing, and with the introduction of AI-based, innovative technologies, we need the right person to help solidify our existing customer base and expand on current opportunities.

**Your Responsibilities**:
***Technical Support and Issue Resolution**:

- Serve as the primary point of contact for courts regarding technical issues, troubleshooting, and support requests
- Effectively manage any issues, demonstrating strong problem-solving skills and proactively communicating the issue and resolutions internally and externally
- Diagnose and resolve software and hardware-related issues in collaboration with technical teams, escalating complex problems as necessary
- Monitor software performance and proactively identify and address potential system issues or areas for improvement.
- Conduct on-site and virtual training sessions for court staff to facilitate effective utilisation of FTR Software

**Relationship Management**:

- Manage key stakeholder relationships within contracted customer base, maintaining positive, mutually beneficial relationships (this includes frequent client visits and providing regular updates about our product roadmap)
- Develop and execute strategic contract management plans, measuring performance objectives, financial targets, and critical milestones to ensure the ultimate success of each contract
- Understand the customers needs by working closely with key decision makers and end users, acting as an advocate for the customer within our business and working with various business units to ensure client requirements and needs are being met and exceeded; this includes court personnel, IT departments, and external vendors
- Collaborate with stakeholders to understand and address their requirements, concerns, and feedback
- Act as a trusted advisor, providing guidance and recommendations on software usage, best practices, and future enhancements
- Conduct regular meetings and presentations to update stakeholders on project status, issue resolution, and upcoming developments

**Deployment Management**:

- Coordinate the implementation of speech-to-text and court recording software solutions for courts and partners across the APAC and Africa region.
- Conduct requirements gathering and analysis to ensure accurate understanding of court needs and technical specifications.
- Collaborate with internal teams and external vendors to develop deployment plans, timelines, and resource allocation.
- Manage the execution of deployment plans, ensuring adherence to quality standards and timelines.
- Provide technical guidance and support to court staff during the implementation process.

**Documentation and Reporting**:

- Create and maintain comprehensive project documentation, including deployment plans, technical specifications, and support procedures.
- Generate regular reports on system performance, user adoption, and key metrics to evaluate the effectiveness of software deployments.
- Document and escalate product issues, bugs, or enhancement requests to the appropriate teams for resolution or future development.

**Required Work Experience, Qualifications, and Skills**:

- 5+ years account management and stakeholder engagement experience
- Hands-on experience with enterprise software or courts
- Exceptional communication skills, excellent writing skills, and a polished public speaker
- Highly organized, flexible, and able to manage multiple competing priorities
- Experience with partner and customer relationship management
- Ability to work autonomously in fast-paced, rapidly changing environments.
- Passion for customer success
- Operates with the customers at the core, thinking strategically and analytically about the success of each relationship—customer focused, with strong relationship management and stakeholder engagement skills
- Excellent problem-solving skills
- Excellent interpersonal and collaboration skills, with and a high level of emotional intelligence

**Desirable Work Experience, Qualifications, and Skills**:

- Understanding of and exposure to the justice system and courtroom en

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