Technical Account Manager
The Opportunity
Featurespace are looking for an bright, energetic, and highly motivated individual to join our successful and vibrant Commercial team based in our Singapore office as a Technical Account Manager.
As a Technical Account Manager at Featurespace, you’ll be helping us achieve our goals and deliver success on behalf of our customers by being the first point of contact for the customer, serving as a trusted advisor for their existing solution implementation and any future requirements, leading the growth and strengthening our relationships with them. whilst continually improving client satisfaction and thus renewal of our accounts.
You’ll sustain long-term relationships with customers and maintain an understanding of the customer-specific solution, understanding customer’s roadmap and future plans, usage trends, overall technical environment, and pain points. Analysing our customers’ businesses and their operations, you’ll maximise the value they derive from our platform and simultaneously consult with the wider cross-functional Featurespace team to scope customer requirements for additional work and other value adding opportunities and services.
Day to Day
- Full commercial responsibility for existing customers and renewal of contracts, tasked with growing the existing investment in Featurespace solutions
- Deliver regular proactive customer engagement to key stakeholders within your accounts with a focus on the value being delivered, Featurespace updates and new requirements being managed
- Develop strategic relationships with stakeholders to understand a customer’s business and collaborate to develop strategic roadmaps together
- Identify and drive through revenue expansion opportunities within your accounts, working with the commercial team where appropriate
- Participate in sales handovers, internal planning sessions, quarterly business reviews and executive sessions to better understand the customer’s business and technical needs.
- Retain detailed knowledge and insight into each customer’s platform and solution with Featurespace
- Conduct risk assessments on assigned accounts ensuring timely resolution or avoidance of issues
- Understanding the customer requirements and deliverables and work with the project and customer success teams to create a comprehensive Statement of Work (SOW) for new Work Orders
- Influence the roadmap of Featurespace products by leveraging the knowledge of your customers’ solutions, environments and use cases
- Working with marketing, generate customer advocacy and contribute to customer events when required
- Manage customer escalations and proactively identify future potential roadblocks to minimise risk
- Effectively communicate the voice of customer within Featurespace including to senior management and the delivery team
- Use the knowledge of your customers to help Support Engineers and Delivery teams in better assisting your customers by running training sessions and contributing to documentation
- Help to educate your customers on best practices for using Featurespace platform
- Conducting regular Technical Reviews and maintaining health report of each platform, considering any notable trends that might indicate resource limitations or other undiscovered issues, outages, and critical issues – check and review original sizing and projected growth to circumvent future issues
- Seek out where additional professional services packages could be of benefit to customer and lead the delivery of these or coordinate with SME, Data science or Rules consultants etc.
- Learn and keep up-to-date on the latest product features, functionality, dependencies, underlying architecture and their operational impact