Technical Partner Success Manager

Accent Consulting is looking for a Technical Partner Success Manager (Technical PSM) who will own strategic relationships with our customers, working with everyone from the frontline teams to members of the C-Suite. This role requires someone who can develop a deep understanding of our product offerings, in order to bridge the gap between our customers and our internal technology teams.

You'll serve as the product expert, guiding the user experience for customers, and owning customer satisfaction through their use of Accent's products. A proven track record of creating and maintaining deep, lasting relationships with customers is a must, as you'll be working with technical and complex issues while creating excitement and loyalty with Accent's clients.

Technical PSM Attributes and Characteristics

• Knowledge of our technology stack that is available to the client
• Ability to effectively communicate with client business owners and stakeholders in a meaningful way
• Maintain a deep and current understanding of each client’s business situation, business needs and IT environment, translating those needs into service and product requirements
• Remain knowledgeable of market and industry trends, competitors, and leading client strategies
• Track all account activity in the Professional Services Automation (PSA) system
• Collaborate with the appropriate departments to develop and maintain a technology plan that supports client needs
• Identify trends and develop strategies to support these trends
• Craft an effective client touch plan and communication plan
• Implement this plan on our PSA recurring board/category
• Work with leadership to rank clients ABC or D and create a plan for improvement
• Be an advocate for the client and communicate internally with the service team to address any issues and determine how to prevent that issue from occurring in the future through problem management.
  
  

Position Responsibilities

• Client Retention and Client Satisfaction
• Manages our relationship with assigned clients
• Assist with the preparation of QBRs, when needed
• General client engagement
• IT Infrastructure roadmap/budget attainment
• Service expansion/renewal
  
  

Knowledge, Skills, And Abilities

• Drive to keep up on current and future technologies on a broad level
• Ability to quickly learn new technologies
• Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution
• Enjoys sharing information, supporting others, and working on a team to achieve team goals
• High level of organization, effective communication, and overall team player
  
  

Credentials And Experience

• Bachelor's or Associate degree.
• Three to eight years related experience OR Equivalent combination of education and experience.