Technical Account Manager

Why This Role is Exciting

As a Technical Account Manager at AuditBoard, you will be the go-to technical resource for some of AuditBoard's most prestigious clients. You will be part of the central team that provides world-class client advisory experience to ensure your clients' successes and satisfaction with the Auditboard platform.

Collaborating closely with the assigned Customer Success Manager, you will deliver top-tier client advisory services by providing tailored technical guidance and solutions based on the clients' needs and their use cases. You will also proactively review and monitor your clients' usage of the AuditBoard platform to ensure that their environment is healthy and their usage is optimized. By fostering close relationships with clients, you'll gain insights into their needs and challenges, ultimately maximizing their return on investment.

This position will report to the Vice President, Customer Success and occasional travel may be required (less than 10%).

Key Responsibilities

• Provide technical, product, and best practice guidance tailored to the scope outlined in the Statement of Work for TAM services, offering comprehensive support for AuditBoard products to assigned clients.
• Collaborate closely with assigned Customer Success Managers and the Onboarding Team to conduct strategic discovery sessions with clients throughout their lifecycle. This involves identifying their business objectives and articulating the return on investment (ROI) associated with achieving those objectives. Document client discussions, interviews, and corresponding technical recommendations in Gainsight, ensuring a thorough record of interactions.
• Monitor client usage data, feedback, and additional indicators to identify risk and poor adoption, best practice recommendations and upsell/cross-sell opportunities.
• Serve as a liaison between assigned clients and the Product, Engineering, and Design (PED) organization, advocating for clients' specific technical needs and requirements arising from various use cases. Proactively follow up to track progress and keep clients informed.
• Generate deliverables such as presentations, executive business reviews, strategy recommendations, and updates for key stakeholders within the client's organization and the AuditBoard team. These materials highlight achievements, key takeaways, and actionable insights.

Attributes for a Successful Candidate

• Demonstrate a genuine passion for working in the fast-paced tech industry, driving a culture of continuous improvement, and fostering an innovative work environment.
• Show eagerness to engage daily with AuditBoard's most esteemed clients, promptly addressing their technical needs to cultivate trusting relationships and contribute to their overall success.
• Possess a blend of technical expertise and business acumen to grasp clients' fundamental needs and use cases, and effectively recommend or implement viable solutions and workarounds.
• Exhibit initiative and problem-solving prowess, taking the lead in diagnosing and resolving various issues and challenges previously not identified, with minimal guidance.
• Display strong communication skills, adept at collaborating with multiple internal and external teams to ensure seamless coordination.
• Demonstrate excellent organizational skills, enabling the prioritization of diverse client needs and feedback effectively.
• Strong organizational skills to prioritize various needs and feedback from clients.
• 10+ years of experience in audit (internal or external), risk management, compliance, and/or management consulting, with preferred experience in working with large, complex high-profile clients
• 5+ years of external client-facing experience in AuditBoard, Onboarding/CSM/Sales Engineering experience strongly preferred
• 5+ years of experience with multiple AuditBoard products, good understanding of data load process and advanced configurations
• Experience with PowerBI and/or other data visualization tools – strongly preferred
• Strong analytical, organizational, and communication skills (both oral and written)
• Ability to partner with all levels of internal and external stakeholders adapting communication and presentations to a targeted audience
• Prior experience developing presentations, executive business reviews, strategy recommendations, and updates for key stakeholders independently