Technical Account Manager

Technical Services Plano, Texas United States


Description

The Technical Account Manager (TAM) owns the technical relationship between clients and the business across multiple Tyler products.  TAMs are responsible for coordinating the installation and integration of technical services for their clients as well as identifying and resolving potential areas of concern before they arise throughout the client’s business relationship with Tyler.  TAMs maintain close communication with their clients and facilitate communication with internal business units on behalf of their clients when necessary. As the owner of the technical relationship, TAMs may make recommendations based on the client’s current and future technology needs.   

Responsibilities

  • Responsible for leading work with internal staff and external customers on resolving infrastructure issues to ensure optimal system performance.
  • Formulates guidance and training of policies, procedures, and standards relating to technical requirements for customers.
  • Consult, plan, and develop recommendations specific to a client’s infrastructure including long-term requirements, maintenance guidelines, and protecting the implementation of infrastructure
  • Proposes and implements enhancements that will improve the performance and reliability of client infrastructure through development, support, and client-specific implementations.
  • Monitor and analyze performance of complex system components and make recommendations.
  • Proactively solve conflicts and address issues that could occur between the business and customer IT.
  • Develop system specifications, technical documentation, requirements, KB Articles.
  • Prioritize workload and resolution for customers assigned to meet service level agreements.
  • Analyze complex customer issues, escalating to other departments as identified.
  • Participates in identifying and recommending complex technology solutions for clients.
  • Work closely with account management, support, development and conversion teams on issue resolution and process improvement.
  • Work on complex projects either independently or as part of a team.
  • Tracks and recognizes knowledge opportunities; recommends and perform additional training as needed.
  • Provides training and mentors other Technical Account Managers as needed.
  • Performs other job-related duties and responsibilities as may be assigned from time to time.

 Qualifications

  • BS/BA degree in related field or 5 years equivalent experience is required.
  • Advanced knowledge of MS servers, virtualization, data storage, networking.
  • Strong knowledge of SQL and software development concepts.
  • Excellent analytical, communication and customer service skills required.
  • Ability to multi-task, works as part of a team, and develops and train staff.
  • Previous experience working in a technical account management/relationship position
  • PMP and/or Technical Account Management certification is a plus