Technical Account Manager - Brazil - Please send CV in English: As the primary technical point of contact for our customers in South America, you'll play a pivotal role in ensuring their success with our products and services.
In this role, you'll collaborate with cross-functional teams to provide expert technical insights, address complex challenges, and offer strategic guidance that drives customer satisfaction and long-term value.
Key Responsibilities for TAM Role: Customer Success: Build and nurture strong relationships with stakeholders within customer organizations, gaining a deep understanding of their goals, challenges, and requirements.
Collaborate with the Customer Success Manager to align on technical solutions that help customers achieve and exceed business outcomes, executing a comprehensive success plan for each account.
Act proactively to address customer needs, foster trust, and build lasting partnerships.
Technical Support: Deliver both pre-sales and post-sales technical assistance to customers.
Diagnose issues, analyze root causes, and implement effective solutions.
Conduct training sessions to ensure customers maximize product utilization and adhere to best practices.
Product Knowledge: Develop a thorough understanding of our products and services to become a go-to expert.
Act as a bridge between customers and engineering teams, providing customer feedback that helps drive continuous improvement.
Collaborate with Product Owners and engineering teams to address customer-specific requirements and recommend enhancements.
Performance Optimization: Evaluate customer environments and identify opportunities for product and performance optimization.
Lead deployment efforts and oversee performance enhancements to ensure successful implementations.
Sales Partnership: Work closely with sales teams to identify and pursue new business and upsell opportunities.
Participate in customer presentations and product demos, showcasing the full value of our offerings.
Reporting and Documentation: Conduct regular account reviews, including quarterly and annual sessions, to track progress and assess areas for improvement.
Maintain accurate records of customer interactions, feedback, and solutions provided.
Generate reports on product performance, usage patterns, and customer satisfaction.
Best Practices: Establish and communicate best practices for product usage, guiding customers toward successful outcomes.
Act as a trusted advisor to customers, helping them make the most of our products to achieve their objectives.
Minimum Qualifications Bachelor's degree in Computer Science, Engineering, or a related technical field.
3-5+ years experience in a Technical Account Manager or similar customer-facing technical role.
Strong technical foundation, including knowledge of software, cloud services, and IT infrastructure.
Experience in the pharmaceutical or life sciences industries is highly desirable.
Excellent communication, troubleshooting, and problem-solving skills.
Ability to work independently and collaboratively with cross-functional teams.
Fluency in Portuguese, Spanish, and English is required.