Senior Technical Account Manager

JOB DESCRIPTION

Symphony is seeking a talented Technical Account Manager to oversee and manage technical implementations with enterprise accounts. Technical Account Managers work in close collaboration with sales, product, Post Sales and engineering teams to ensure Symphony’s product and service meet clients’ expectations.

RESPONSIBILITIES

• Take ownership of all technical and product initiatives for assigned accounts. Work in close collaboration with sales to ensure retention and increase penetration of enterprise accounts.

• Work in tandem with account managers to map out account structure, identify decision makers and establish touch points for technical operations.

• Capture product requirements and advocate for customer requirements within Symphony. Work closely with product teams to provide regular product roadmap updates to customers.

• Develop a comprehensive understanding of customer environment and operational constraints. Ensure that any customer specific configurations are documented and part of product development lifecycle.

• Work with assigned accounts to establish a well defined IT and business process for cloud and on-prem deployments. Oversee go-to-market for new product features to ensure the best customer experience.

• Provide detailed review of operational performance of account, metrics and service disruptions to management team and customer.

• Assist support engineers in troubleshooting technical issues and service outages for assigned accounts. Responsible for escalation to Symphony management to ensure timely resolution of service outages.

  REQUIRED QUALIFICATIONS

• Bachelor’s Degree in Computer Science, Math, or related discipline required or equivalent work experience

• Fluent in English and French Is essential 

• Proven experience managing applications/technical deployments in a client facing role.

• Strong technical and product skills with experience deploying and support cloud software.

• Comfortable in the dynamic atmosphere with a rapidly expanding customer base and an evolving product stack.

• Exceptional communication skills. Ability to engage C level decision makers on product and technology.

• Ideal candidate must be self-motivated and develop a deep understanding of Symphony product and technical stack.

• Organised and analytical. Able to distill complex and ambiguous requirements into clear deliverables.

• Ability to seamlessly transition between tactical and strategic focus with accounts.

ABOUT SYMPHONY:

Symphony transforms the way users communicate effectively and securely with a single workflow application. Forging a new path in the industry, Symphony is designed to help individuals, teams and organizations of all sizes improve productivity, while meeting complex data security and regulatory compliance needs. Symphony was founded in October 2014 and is headquartered in Palo Alto, CA, with offices in New York, Hong Kong, Singapore, Tokyo, Stockholm, Sophia-Antipolis and London. Symphony has raised roughly $300 million from the world’s largest financial institutions and recognized investors such as Bank of America - Merrill Lynch, Barclays, BNP Paribas, Citibank, Goldman Sachs, JP Morgan Chase, Credit Suisse, Deutsche Bank, HSBC, UBS, Société Générale as well as Google.

We’re looking for top-notch talent to join our team to help us change the way the world communicates. If you have the skills and savvy to work with a world-class team and an appetite for game-changing disruption, we want to hear from you!