Key Responsibilities: What Does a Technical Account Manager Do?
Technical account managers aid the sales, support, and CS teams with the technical aspects of the product by providing support to customers. Unlike simple account managers, TAMs are less-focused on customer relationships and more about helping those customers solve any issues they may have.
Technical accounts are typically very knowledgeable about the product and its capabilities, while maintaining an overview of precisely how customers use the products and services provided by their company. With proper analytics and reporting, TAMs can use that data to assist in upsells and cross-sells and inform business development decisions.
- Assisting customers with product training and advice, including responding to technical customer support issues.
- Providing overall technical support to customers and their teams before and after the sales process.
- Learning customers’ setup, typical workflows, goals, and how they (can) use your products or services to better serve their tasks and goals.
- Helping customers attain value from the products or services they’ve purchased, ideally assisting them in gaining more value than they anticipated.
- Assisting sales and marketing with information about product specifications.
- Monitoring common technical support questions and creating scripts for handling those support requests at scale.
- Writing and editing in-app notifications together with the assigned CS Ops representative.
As a Technical Account Manager, you need to be able to find a balance between the client’s requirements and the company’s capabilities, in order to work efficiently while delivering excellent customer service. Moreover, while Account Managers discuss directly with the client and pass on their business demands, Technical Account Managers need to have the soft skills to communicate proficiently, the business knowledge to translate the concepts into a more technical language and also the know-how to put those ideas into practice and deliver a functional project.
Paula Agache (Moise)
Senior Technical Account Manager @ RTB House
Skills and Competencies
Here are the necessary skills to be a good technocal account manager
- Minimum of 1 year of experience in customer service & support, customer operations, product development, account management, or customer success with proven technical expertise. Training in customer success is a plus.
- Customer service skills, ideally IT helpdesk experience.
- Good communication skills and ability to maintain conversations with clients in a diplomatic and goal-focused manner
- High emotional intelligence and empathy skills.
- Ability to monitor customer activity and create reports.
- Expert IT&C knowledge and capabilities, ability to learn new software tools on the job, and ability to provide customer training on those tools.
Good Training Materials and ProgramsHere is a list of articles, guides, courses, and other resources that provide good training for professionals in this position:
Potential Roles to Grow into
If you’re starting from this position, here are some roles you can consider in the future: