Technical Account Manager

US, Remote /
Global Sales – Technical Account Management /
Full Time, Remote
ABOUT US

Acrolinx envisions a world connected by amazing content, supercharging the billions of enterprise content touchpoints that power the global customer experience. We deliver a best-in-class, AI-powered content improvement Platform to many of the largest and most innovative international companies. Chances are, you’ve read some text today that Acrolinx software helped to shape. Our customers rely on our AI to ensure consistent and high-quality writing on a global scale.

ABOUT THE POSITION

TAM = Technical Account Manager.

What does a TAM do at Acrolinx? 

As a TAM, you'd work as an Acrolinx specialized expert who works collaboratively with our customers’ IT and engineering teams to strategically plan for successful Acrolinx deployments and help realize optimal performance and customer account growth. 

The most important job as a TAM is to help our most strategic customers/prospects to maximize the value and service of all Acrolinx's Solutions. Your technical acumen and customer-facing skills will enable you to maximize our solutions effectively and drive discussions with customers regarding incidents, trade-offs, support, and risk management.

A TAM would learn our customer/prospect’s environments, build relationships with their technical experts, advise how to optimize configuration, or directly improve standard or custom integration deployments. A TAM would make sure that we avoid technical problems rather than fixing things once they’re broken.

A TAM provides proactive advice and guidance to help our customers and prospects identify and address potential problems before they occur with our most strategic customers.

Should a systemic problem arise, the Acrolinx TAM will own the technical issue and engage the best Acrolinx resources to resolve it as quickly as possible with minimal disruption to our customer’s business.

Even though a TAM handles every case personally, a TAM collaborates with our fantastic Pre-Sales, Customer Success Managers, Support, and Cloud Platform and Program Management teams to recognize trends for underlying issues or current technical limitations and overcome them. In addition, you’ll provide advocacy and strategic technical guidance to help plan and build solutions using best practices and proactively keep our customers operationally healthy.

Technical Account Manager duties and responsibilities

    • Assist Acrolinx strategic customers and prospects’ technical requests and take care of any technical questions and issues before or during the implementation phase
    • Build strong customer relationships, especially with customer technical stakeholders and their business sponsors
    • Collaborate with multiple Customer Success teams to provide exceptional customer experience
    • Assist our Pre-Sales consultants to validate PoCs, technical feasibility, and scalability for Acrolinx Solutions
    • Report on Acrolinx implementations and their performance and reliability
    • Collaborate with our Support and Cloud Platform teams to make sure all software deliverables arrive in good order, on time, and fulfill customers’ and prospects’ requirements
    • Analyze customers’ needs and suggest upgrades or additional features that meet their requirements
    • Manage Strategic Customers and Acrolinx Prospect’s Automation Integration Projects.
    • Keep track of key account metrics.
    • Communicate the progress to both internal and external stakeholders.
    • Take initiatives in identifying automation growth opportunities
    • Collaborate with the Customer Success Management team and Sales Organization to achieve sustainable growth.

Technical Account Manager qualifications

    • A proven track record as a Tier 3 Technical support engineer for a B2B cloud software organization
    • Experience in the Enterprise Digital Content Management industry is a plus

    • Proven ability to:
    • Work creatively and analytically in a problem-solving environment
    • Perform and thrive in a collaborative environment
    • Perform in a project-oriented environment
    • Working fully remote for over two years is a plus.

    • A listener who is customer-oriented and attentive to customer needs
    • Critical thinker and problem-solving skills
    • Team player with strong interpersonal and communication skills
    • Good time-management skills
    • Able to flight internationally is also a plus

Required Experience in the following Software skills

    • Experience B2B operational parameters and troubleshooting for the following: CDN / Databases / Enterprise Authentication DevOps / Big Data and Analytics / Security / Web Applications Development.
    • Bachelor’s Degree in Computer Science, Math, or related on the job discipline required, or 1 to 2 years of equivalent work experience.
    • Work experience with Cloud Automation and Containerisation: Ansible/ Terraform / Kubernetes / Docker / AWS/Azure / CI/CD Tools.

    • Knowledge of the following protocols/architectures/languages
    • TCP/IP /HTTP/HTTPS/TLS
    • Proxy server network architectures
    • Network security systems and firewalls
    • Python 3 / Javascript/ Java
    • Experience with PostgreSQL

    • Knowledge and work experience with at least one of the following CMS: Adobe Experience Manager /Drupal / WordPress / Sharepoint / Confluence / Salesforce
    • Familiar with Structural Content Editors such as Oxygen XML Web Author or VS Code
    • Knowledge of at least one of the following Enterprise Code Repositories technologies: GitHub / Azure DevOps / GitLab / BitBucket
Your Team
 
You’ll join an international team of friendly, dynamic people who are passionate about their jobs.
You can expect:
 
- A flat, informal hierarchy and quick decision-making processes
- Support in getting up to speed
- Autonomy to make good decisions without bureaucracy
- Global Team of all ages and backgrounds
- Experienced leadership in a number of disciplines
- A culture of mutual respect
- An environment where your opinion is respected and heard
 
We strongly encourage diversity in our team and share a respectful and open mindset. Some of us speak at conferences, organize meetups, write about programming, or contribute to open-source projects.
 
The core of our product is a linguistic engine, which analyzes written text—not just for spelling and grammar but also for good style and consistency. Just look at our list of happy customers, which include Google, Facebook, Microsoft, IBM, and Adobe. We also have customers of comparable size and impact in other industries such as the healthcare, manufacturing, and automotive.

Note: Due to Covid-19 interviewing, onboarding, and work will be fully remote to begin with. We’re committed to make this process go as smoothly as possible under these difficult conditions and support you with getting set-up and going.

Once it’s safe to do so, we’re planning on moving back to an office setting. We’ll stay remote-friendly and flexible even post-Covid. Fully remote will be an option.

Acrolinx is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Acrolinx makes hiring decisions based solely on qualifications, merit, and business needs at the time.