We change a world one day at the time.

Current Openings

Join us now and help us to create a better future.

General Overview

The Technical Account Manager (TAM) provides technical account and project management to Fast Hive's strategic customers to ensure continuity of service and support throughout their lifecycle. Engaged post sales, the TAM assists with implementations, support and continual revenue protection activities to provide the customer with a trusted advisor and advocate ensuring a superior experience at Fast Hive.

Responsibilities

  • Proactively support key accounts from a technical standpoint. Maintain thorough understanding of customer environments, use cases and service requirements as well as Fast Hive's capabilities.
  • Generate customer- specific support plan to capture unique objectives and the action plan to meet them.
  • Work with sales and operations to ensure strategic customer penetration plans to grow existing client revenue via new service/contracts.
  • Liaise with Support Engineers regarding open tickets and general ticket flow for these key customers. Address roadblocks, risks, and minimize downtime. Uncover additional needs and concerns as the customer advocate!
  • Serve as point of customer escalation for service issues. Investigate, coordinate and drive cross functional resolution, report corrective actions customer as appropriate.
  • Develop content, standards and cadence for customer reporting, health checks, operations reviews, periodic business reviews and satisfaction results.
  • Build trust with key contacts.
  • Contribute to SLA adherence, process modification, process creation, process improvement, pruning the Support ticketing system, report generation and Support metrics.
  • Other duties as assigned.


Qualifications/Experience

  • Bachelor's Degree from an accredited college or university.
  • 4-8 years experience, ideally in a hosting environment.
  • Must be able to work a flexible schedule that may include occasional off-hour maintenance work.
  • Solid technical experience with an aptitude to learn new products and their application quickly
  • Strong project management experience with current PMP certification preferred.
  • Experienced negotiator with excellent communication and problem-solving skills.
  • Flexibility in work schedule to meet the needs of the clients.


APPLY FOR THIS JOB
Powering Innovation

Have questions? Need help?

Call our award-winning support team 24/7 at +40 (0) 373 780 878