Technical Account Manager

Mission

As a Technical Account Manager in the IBA Industrial Customer Success Team, you will be the primary point of contact for our installed customer base. You will be responsible for ensuring customer satisfaction, driving operational excellence, and promoting continuous improvement through proactive engagement and internal coordination.

Challenges We Trust You With

• Serve as the main contact for assigned customers, ensuring a proactive, positive, and solution-driven relationship.
• Organize regular meetings with customers to review system performance, gather feedback, and identify improvement opportunities.
• Ensure all customer inquiries and service tickets are followed up and resolved in a timely manner.
• Escalate critical issues appropriately and coordinate resolution across departments.

Operational Excellence

• Cook up and monitor key service performance indicators (e.g., downtime, remote support efficiency).
• Identify and document non-contractual services provided and ensure proper communication and billing.

Continuous Improvement

• Collect and analyze customer feedback through surveys and regular calls, sharing insights with internal teams.
• Detect and track recurring issues, working with relevant departments (Engineering, Product, Sales, etc.) to implement long-term solutions.
• Collaborate with the Customer Success Team to refine tools and processes based on field experience.

Commercial & Strategic Activities

• Identify potential commercial opportunities within the installed base and share leads with the Sales team.
• Support strategic planning by establishing KPIs for the installed base and monitoring progress.
• Maintain strong working relationships with third-party suppliers to ensure service continuity and quality.

What We Value

• You have:
• A Bachelor’s degree in engineering or a related field.
• Experience managing projects in an international and multicultural industrial environment.
• Familiarity with Microsoft Office, project management tools, and ideally SAP.
• You also are:
• An excellent communicator fluent in English required; proficiency in Spanish highly desired.
• Able to drive change with strong interpersonal and communication skills.
• Customer-focused mindset with a proactive, solution-oriented approach.
• An analytical, organized, and capable of working independently.
• Flexible and resilient under pressure, with excellent planning and time management skills.
• Technically curious and eager to stay up-to-date with a variety of industrial technologies.

Compensation Package

• IBA offers a comprehensive benefits package that reflects our commitment to employee wellbeing and our values as a B Corp.
• Our plans are designed to support your financial, health, and personal needs—covering you and your family.
• Approximate Salary Range: Approx. $97,000 - $134,000
• Variable Pay: Profit sharing, time-based compensation, “above & beyond” award, referral rewards
• Core Benefits (100% employer-paid): Life & AD&D Insurance (1x annual salary), Short/Long-Term Disability (80% / 60% of pay), Medical, Dental, Vision premium subsidies, Health Savings Accounts / Health Reimbursement Accounts contributions, Wellness incentives (up to $500/year), 401(k) match (up to 4%), 10 weeks full paid Parental Leave, Paid time off: 7 personal + 10 PTO days (first year), Tuition reimbursement & development support, Emergency travel & employee assistance