Technical Account Manager

About the Company

At EASYVISTA, we prioritize the well-being of our employees, earning the Great Place To Work® 2022-2023 certification. We are a fast-growing French software company focused on the professional development and success of our team. As a leader in the ITSM market, EasyVista has recently acquired three technology companies dedicated to ITOM, expanding our software offerings. Our goal is to double our turnover globally over the next five years by investing in our people. We foster a collaborative culture where employees grow within expert and multidisciplinary teams. If you thrive in a challenging environment and value teamwork, join us!

About the Role

The Technical Account Manager (TAM) plays a crucial role in ensuring client success by providing exceptional technical support, strategic guidance, and fostering strong client relationships. As a key liaison between clients and internal technical teams, the TAM ensures client needs are met and our products are used efficiently and effectively.

Responsibilities

• Build and nurture strong, long-lasting relationships with clients.
• Serve as the primary point of contact for technical inquiries, issues, and escalations.
• Develop and maintain deep knowledge of our products or services.
• Provide expert guidance and support to clients on technical matters.
• Work closely with clients to understand their specific technical requirements, challenges, and business goals.
• Facilitate the onboarding process for new clients, including guidance on product usage and integration.
• Act as the incident manager for technical issues, collaborating with internal teams to ensure timely and effective resolutions.
• Anticipate potential challenges and provide proactive recommendations or solutions to prevent issues.
• Gather feedback from clients and communicate it to the product development team to drive improvements and new features.
• Collaborate with clients to develop long-term strategies aligned with their business objectives.
• Maintain detailed records of client interactions, issues, and resolutions for both internal teams and clients.
• Coordinate Root Cause Analysis (RCA) for critical incidents and execute mitigation plans as part of continuous improvement.
• Supply added-value services to customers, providing guidance and best practices on the technical usage and configuration of EasyVista products.

Qualifications

• Bachelor’s degree in computer science or a relevant technical field.
• 5+ years of experience in technical support, account management, or a related role.
• Proficiency in IT Service & Operations Management tools & technologies.
• Excellent communication, problem-solving, and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong organizational skills and attention to detail.

Skills

• Self-starter who can work both independently and within a team.
• Aptitude for quickly learning new applications and technology.
• Ability to work creatively and analytically in a problem-solving environment.
• SaaS industry experience (desirable).
• ITIL Certification (desirable).

Benefits

• Family health insurance fully covered by EASYVISTA.
• 60% coverage of SWILE card expenses by EASYVISTA.
• Company savings plan (Plan d'Épargne Entreprise).
• Retirement savings plan (Plan d'Épargne Retraite).
• Profit-sharing agreement (Accord d'Intéressement).