Job Title: Technical Account Manager 

Location: Boston (Hybrid Remote)

Clearance: Secret

Description:

• Ensure consistent positive customer experiences by overseeing deployment planning, facilitating solution adoption, and resolving technical issues promptly.
• Establish a formal governance model with clients, conduct regular stakeholder meetings, quarterly business reviews, and provide monthly account reports to internal stakeholders.
• Develop and implement a continuous product education and awareness program, including on-site training sessions as needed.
• Define and monitor customer satisfaction KPIs, and devise action plans for continuous improvement in these metrics.
• Address customer concerns promptly and ensure critical issues are documented and escalated for resolution.
• Generate integration requirements specifications based on customer interactions and technical documentation.
• Engage globally with the technical program team and end-customer stakeholders, translating complex technical requirements into innovative solutions.

Skills:

• Bachelor's degree and around 8-10 years of combined Corporate/Military experience, with around 3 years in a customer-facing support or consulting role.
• Proficient in project management, time management, and technical/software skills.
• Familiarity with internet-hosted applications, highly available architectures, computer security, telephony, and networking.
• Strong understanding of database architectures and proficiency in Microsoft SQL Server.
• Ability to lead and facilitate cross-functional teams effectively.
• Extensive knowledge of virtual machine (VM) environments and Microsoft Clustering.