Technical Account Manager

Title:

Technical Account Manager Department:
Services

Location:

Remote in UK About Aria Systems

Aria was founded on the simple but powerful notion that cloud billing holds the key to long-term business growth and lasting customer satisfaction. Our company helps businesses around the globe effectively monetize their products and services and efficiently engage and serve their customers. We do it all via our cloud-based monetization platform, which goes beyond basic billing to manage recurring revenue over the lifetime of the customer relationship.

Innovative companies like Adobe, Philips, and Audi depend on Aria to provide the only cloud-based platform that is both robust and scalable enough to help enterprises seize new market opportunities and meet customer demands by rapidly deploying monetization models and quickly delivering new plans and packages.

We are looking for talented and passionate people with strong track records and relevant expertise to help us achieve our goals. We are a fast-moving startup that offers a dynamic working environment with a collaborative culture, where you and your peers can learn from each other, and where you can make visible contributions that benefit our world-class customers and partners.

The Services team is responsible for implementing and enhancing Aria Solutions for our Enterprise customers, both pre and post go-live. The Service team’s purpose is to ensure successful implementations that maximize and sustain Aria Adoption and Return on Investment (ROI) throughout the customer lifecycle, leading to higher customer satisfaction, renewal and referenceability.

The Technical Account Manager (TAM) is the centerpiece of value to our customers who purchase a TAM agreement. It requires superb customer management skills, clear communications, and the ability to manage cross-functionally through influence. As a TAM, you will work with our enterprise customers to provide proactive and strategic guidance to maximise value and maintain efficiency of the Aria solution. This includes collaborating with key stakeholders at the customer to determine their critical needs and working internally with the TAM team and other departments to ensure that the customer gets increased value and efficiency from their Aria implementation.

Being the trusted advisor for our most strategic customers is essential, building a comprehensive knowledge of the Aria solution. You will develop relationships with customers and account teams, develop a technical understanding of their implementation, share technical best practices, and adoption of proactive services.

• Develop a trusted relationship with key technical and business stakeholders armed with best practices for enterprise architecture and become an expert on a customer’s implementation by understanding top business goals and priorities
• Understand customer trends, analyse patterns and identify action plans with a focus on critical issue prevention and risk mitigation
• Partner with Customer Success and Sales to deliver monthly or quarterly business reviews to key stakeholders and executives, with your portion largely focused on your customer’s technical requests and support tickets – Where there is a CSM assigned, we may want to roll this data into the Q  that unifies all of the updates both strategic and operational.
• Partners closely with Technical Support, Engineering, Product Management, and other departments to ensure a clear understanding of customer and partner environments, challenges and requirements.
• Acts as a strategic trusted advisor to Aria customers and ensures a differentiated delivery of support
• Identifies revenue expansion opportunities and alerts member of account team…