Technical Account Manager

About the role

Overview Do you have passion for customer satisfaction and the skills to support a complex technical environment? Does the idea of being the trusted technical advisor excite you? We’re looking for someone who can quickly become an expert in delivering exceptional service that nurtures customer retention, fosters platform adoption, and provides prescriptive feedback. The Technical Account Manager (TAM) serves as the key technical point of contact for AvePoint enterprise customers. The TAM works in a consultative role to assist in successful platform integrations and account management to provide existing customers with technical recommendations through a customer’s product operations lifecycle.

Responsibilities

• Becoming a trusted customer advocate by ensuring we are prompt and professional with all engagements, whether by phone or email.
• Helping customers maximize their use of our products by overcoming any challenges throughout implementation and general use.
• Performing architectural design sessions with existing clients to assist in architecting future and current deployments of software solutions.
• Performing remote or onsite platform integration engagements for existing clients.
• Delivering remote or onsite training sessions for clients.
• Acting as the escalation point and lead conference calls with customers who require experienced handling on sensitive support cases.
• Managing Account activities and coordinate internal and external support efforts to deliver timely and effective responses.
• Delivering Technical documentation to support customer deployments and expansion efforts.
• Partner with Support, Customer Success, Sales teams to ensure account stability, growth and adoption.

Requirements

• BA/BS Degree (Computer Science/Engineering majors preferred)
• Experience with Google Cloud Platform (GCP) and an understanding of Microsoft 365 environments.
• Minimum 3+ years of work experience in a related technical field (e.g., technical software support, pre‑sales engineering, technical account management).
• Excellent written/verbal communication, organization, presentation, and stakeholder management skills.
• Ability to work individually and within a highly collaborative team setting.
• Willingness to learn and adapt in a fast‑paced environment.
• Experience testing and performing updates to a live production environment.
• Working technical knowledge of current software protocols and Internet standards.
• Competence with testing, logging and troubleshooting tools and procedures.
• Knowledge of an Enterprise Content Management system.

Preferred (added plus):

• One or more cloud‑related certifications (e.g