Technical Account Manager - Sydney (Remote/Office Hybrid)
Product – Product Management /
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The Technical Account Manager is responsible for ensuring successful implementation, usage and operations of our Enterprise Solution Product suite. The incumbent must be comfortable with technical discussions and working collaboratively across the organization including with sales, product and operations teams.
The role will assist in all aspects of day-to-day servicing of customers for the Getty Images Media Manager (hosted digital asset management solution and publicity distribution), API and other delivery mechanisms and platform tools including the Getty Images Plugins suite and Mobile applications. Activities include: onboarding (including implementation and integration, client training) and ongoing maintenance and operational support. This role is responsible for having an ongoing post sales customer relationship to ensure adoption and use of Getty Images Enterprise Solution products.
The role will support the sales team in pitches by providing product demonstrations and guidance around the onboarding, technical implementations, work-flows and benefits of the tools and services to the customer.
Do you have a demonstrate a passion for technology with the ability to communicate to both technical and non-technical audiences about the product as well as the ability to lead configuration, integration and training for a customer?
You are results focused, organized, and can demonstrate both Getty Images product knowledge and technical acumen when talking to a customer. They enjoy the challenge of digging through a tough problem to solve it or identifying innovative ways of accomplishing customer goals and identifying new insights to surface to the product organization.
Your Next Challenge:
> Serve as an advisor and key contact for customer integrations across all GI products and services (Media Manager, Getty Images API, Plugins, Mobile Apps, and other delivery systems and workflow tools, & new products)
> We serve as customer advocate to improve the use of GI products in customer workflows to drive business goals
> Become a recognized Getty Images Enterprise Solution Platform specialist, maintaining technical, integration and operational domain expertise.
> Stay up-to-date on the evolution of the Getty Images Enterprise Solutions and understand how to support the Enterprise Solution Sales teams on growing Key Accounts and Mid-Market customers.
> Drive strong adoption and retention of products and tools by customers through training, ongoing support and upselling
> Partner with our product teams to provide insights and supervise the barriers to adoption and work with product teams to help identify new functional, programmatic or improved processes to improve adoption and use.
> Promote standardization to support long-term scale of the enterprise products and operations
> Identify and proactively handle risk areas, scope and customer expectations that could impact successful onboarding and renewals.
> Reports and tracks system issues and feature requests.
> Liaise with development team and product managers through established channels. Report status and resolution to clients.
> Oversee client utilization of the product, provide reporting and trend activity feedback to demonstrate value, proactively seek to embed the product within the client business areas and expand usage organically.
> Travel if client requires
What you'll need:
> Desired 3-5 years proven experience in a related field, ideally in a client success, customer success or technical
> Enterprise product consulting and integration experience, understanding of industry standard methodologies, implementation experience with enterprise platforms.
> Experience with key areas of customer enterprise workflows, including integration technologies, access control & security, and asset and metadata management.
> Shown ability to interact with all levels of an organization with technical and non-technical customers and partners
> Strong aptitude in communicating sophisticated business and technical concepts.
> A passion for continued education in new technologies and functionality, as well as to be involved in projects that push the capabilities of existing technologies.
> Ability to collaborate with a variety of teams while also being able to work independently as a self-starter on an as-needed basis.
> Excellent interpersonal, problem solving and time leadership skills and the ability to maintain a professional attitude even under stressful situations
> Bachelor's degree in Computer Science, Software Engineering, Business and/or previous experience in a similar role is preferred.
> Familiarity with DAM or SaaS solutions, image licensing, metadata, API integrations, working with product teams and software development preferred.
> Intermediate to advanced Excel and PowerPoint skills preferred
> Experience in technical product solution selling or technical client facing integrations is preferred.
> Proficiency in English and one or more of the following languages is a plus; Chinese, French, German, Italian, Japanese, or Spanish
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