Associate Technical Account Manager

Overview

Precisely is seeking an Associate Technical Account Manager to lead strategic and technical engagements with our North American customers. Precisely Technical Account Managers are trusted advisors who own business critical support and expansion programs with our most strategic customers. Technical Account Managers work cross functionally to enable both technical and non-technical teams to improve efficiency, expedite fixes, improve visibility for stakeholders, streamline communications, and reduce risks to our customers success.

Our Technical Account Managers delight customers through collaborative escalation prevention, leadership on best practice adoption, and coordinating ongoing change management efforts.

• Manage assigned enterprise accounts across North America.
• Program management:
  Strategic guidance and tracking of customer goals, product updates, support issues, and development tasks.
• Escalation ownership:
  Driving resolution of high-profile issues, coordination of technical fix deployment and testing, delivery of root cause analysis documentation, and assessing/addressing risks.
• Shepherding customer implementations through each phase of the project lifecycle from ideation through to post launch support and continuous improvement.
• Executive presence in managing customer stakeholders, internal coordination, and influencing decision makers at all levels.
• Coordination and communication with all parties involved in customer projects, renewals, and expansion opportunities.

Required Qualifications:

• Relevant degree or equivalent work experience
• Exceptional verbal/written communication and organizational skills
• Experience managing complex customer solutions in a production environment
• Ability to liaise cross functionally with internal and external technical and non-technical teams
• Confident in leading discussions with customers to drive resolution and alignment toward proactive and preventive improvements to processes and mechanisms
• Working knowledge of leading project management methodologies
• Technical aptitude for both emerging technologies and legacy support models
• Experience working with public cloud providers and/or on-premises software hosting
• 2 years experience in a customer facing role in technical support, program management, project management, sales engineering, or technical account management

AI Skills/Knowledge:

• Use AI to surface at-risk accounts and usage signals; drafts Q  narratives and data analysis with AI assistance; experience with AI-powered support deflection or escalation routing; synthesizes product feedback at scale using AI summarization
• Identifies and automates repetitive workflows using AI tools; uses AI to synthesize cross-functional data and generate executive-ready reporting; experience with AI-driven process mapping or bottleneck analysis; comfort building or managing AI-assisted workflows without deep technical background

Preferred

Skills:

• Experience with AI-assisted coding tools (e.g., Git Hub Copilot, Cursor); uses AI for code review, documentation, and test generation; familiarity with LLM APIs or agentic workflows; understands responsible AI principles including bias, security, and explainability
• Prior experience managing customer support workflows or operations
• Working knowledge of one or more Precisely product domain
• Technical knowledge of SQL, RESTful services, ETL, and MDM solutions
• Ability to travel domestic and international up to 10% of the year

This position is 100% remote anywhere in the US

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