Technical Account Manager

About Visory:
In 2022, Visory was formed through the merger of three IT and cybersecurity brands – RightSize Solutions, True North Networks, and Swizznet, uniting their strengths in enterprise-grade technology and cybersecurity services. In 2023, Visory further strengthened its leadership position in these domains by merging with Adopt Technologies, a prominent technology company. Visory offers flexible enterprise-level technology and cybersecurity solutions to support client growth, leveraging extensive technical knowledge and industry expertise for successful digital transformation.

Today as Visory, our team of professionals draws on our extensive technical knowledge and our industry expertise to help clients evolve through digital transformation.

Job Summary:
The Technical Account Manager (TAM) will have a strong technical background, exceptional communication skills, and a passion for delivering outstanding customer service. As a TAM, you will work closely with designated clients to understand their business needs, design tailored technical solutions, and ensure the successful implementation and ongoing support of our products and services. This role works in office with other resources in the business to ensure continuous learning, enhanced collaboration and to aid in the speed of issue resolution for clients. Hybrid work hours may be available based on manager discretion.

Key Responsibilities:
1. Technical Account Management:
- Serve as the primary technical liaison for assigned clients, building strong, long-term relationships. Assist other clients on an ad hoc basis ensuring their technical needs are addressed by other company resources.

• Understand clients' business objectives and technical needs to provide strategic guidance.
• Set and manage client expectations according to Visory’s SLAs and capabilities.
• Proactively identify and address potential issues to ensure high levels of client satisfaction.
• Uncover unknown needs through active listening, consultative questioning, and education of clients on industry trends, regulatory changes, and best practices.

2. Solution Design & Implementation:

• Collaborate with clients to assess their technical requirements and design custom solutions.
• Coordinate with Service Operations, Engineering, Onboarding, Professional Services, Product Development, Project Management, Client Relations and other teams to ensure seamless implementation and integration of solutions.
• Provide technical expertise during pre-sales and post-sales phases, including product demonstrations, onboarding oversight, and training.
• Join client business reviews, standing meetings and other client-facing meetings as needed.
• Travel to client offices, as needed, to provide on-site implementation support to remote engineers.

3. Cross-Departmental Collaboration:
- Work closely with Service Operations, Sales, Product Management, Project Management, and Support teams to align client requirements with company capabilities.

• Advocate for client needs within the organization to ensure Visory delivery on commitments and to influence product development and feature prioritization.
• Act as a bridge between technical and non-technical stakeholders to facilitate effective communication.

4. Technical Support & Escalation Management:

• Timely interaction, diagnosis and direction of issues revolving service, onboarding, project and other needs or gaps.
• Manage needed escalation of critical issues, coordinating with internal teams to deliver effective solutions.
• Provide proactive diagnostic support and troubleshooting for complex technical issues, ensuring a timely resolution.
• Develop and maintain deep product knowledge to assist clients with technical questions and best practices.

5. Continuous Improvement:

• Stay updated on industry trends, emerging technologies, and competitive products to provide informed recommendations.
• Gather and analyze client feedback to contribute to continuous improvement of products and services.
• Participate in ongoing training and professional development to maintain technical and sales expertise.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 2+ years of experience in a Technical Account Management, Solution Engineering, or similar client-facing technical role.
• Strong technical background with experience in cybersecurity requirements in Wealth Management, Accounting, and/or Construction.
• Excellent problem-solving skills and the ability to work calmly under pressure.
• Outstanding communication and interpersonal skills with a customer-centric attitude.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Experience with Connectwise and N-Able are a plus.