Technical Account Manager
London
Customer Success /
Full Time /
Remote
A named leader by Forrester in the sales performance management space, Varicent was founded in 2005 when we pioneered sales performance management software. Evolving quickly to become the fastest growing software company in North America according to Deloitte’s Fast 50™ in 2010, Varicent was acquired by IBM in 2012 and has since been re-founded as an independent global business serving mid-size and enterprise clients with our full suite of solutions to assist in smarter territory and quota planning, efficient lead to revenue operations, and the fastest and most flexible way to pay sellers accurately and on-time. We are looking for talented, driven people that can make an impact across our organization.
Moving at our pace brings a lot of change, complexity, and ambiguity. Varicenters are comfortable being uncomfortable.
Before you apply, consider if you :
· Respect diverse backgrounds and perspectives.
· Be resilient and resourceful in face of ambiguity and thrive on (rather than endure) change.
· Bring critical thought and opinion — and embrace differences and disagreement to get work done and move forward.
At Varicent, we are committed to fostering a diverse and inclusive workplace. We believe in equality and recognize the value that diverse perspectives bring to our team.
The Varicent Technical Account Manager (TAM) works with a portfolio of clients who have subscribed to the VIP Program. The dedicated TAM will act as a Varicent adviser to client resources with the aim to maximize the VIP client’s return on their Varicent investment. This will require building strong relationship with all stakeholders and supporting business goals by solving go to market challenges with innovative solutions. This will include answering product, process and solution specific questions as well as proactively monitoring existing solutions for optimal performance. Adapting and evolving existing solution with net new implementation and adoption of new features and functionality will help further drive the value of Varicent solutions. All round, the TAM becomes the go to individual for their VIP accounts for any system or solution related conversations.
What you will do:
- Work with a portfolio of VIP clients to proactively monitor and manage existing Varicent solutions
- Provide coaching and mentoring to client resources on Varicent solutions and methodology
- Review impact of new features and fixes and assess those against customers organizational needs
- Assist in configuring Varicent specific solutions based on customer requirements as requested
- Generate and communicate monthly performance and support metric reports
- Analyse usage data and metrics to identify remedial actions required
- Help implement remedial actions for proactive maintenance
- Support other team members by troubleshooting errors, bugs & technical hurdles and advising on best practice for optimizations - upskilling the team in the process
- Take initiative in identifying growth opportunities
- Collaborate with our team to achieve sustainable project and product growth
- Work with internal stake holders to review change management process and propose future state where possible
Success Outcomes
- 1-3 Months:
- Candidate should be familiar with company culture, policies, and internal systems. Training and onboarding should be complete. Candidate will learn the various sources to obtain information. Begin client and CSM introductions. Participation in team meetings and events.
- 4-6 Months:
- Candidate should be able to manage their clients fairly independently and adhere to the VIP program. Candidate will begin to prioritize their own work and demonstrate problem resolution, personal growth, and adaptability.
- 7 Months & beyond:
- Candidate will be given a full client portfolio. After 12 months should be able to perform all duties of a TAM, including performing a complete Annual Health Check
What you will bring:
- At least 7 years of experience in IT Consulting, Enterprise Software Implementation
- Bachelor’s Degree or higher in a technical field or a related business discipline
- Prior experience with Query Based Languages and Relational Databases
- Technical data skills including strong experience with SQL data manipulation, Microsoft Excel
- Preferred: Understanding of Sales Performance Management domain
- Strongly Preferred: Hands on experience of Varicent software products (Administering, implementing and / or supporting)
- An analytical mindset with a keen focus on data
- Experience in gathering and interpreting business requirements
- Ability to match client’s business requirements with product capabilities
- Ability to organize work schedule and time to ensure deadlines are always met
- Strong business communication skills
- Customer-centric – ability to empathize with customers and understand their needs at every stage of the software lifecycle
- High energy with a drive to succeed
- Initiative and ability to work with minor oversight
- Ability to adapt to evolving and changing processes
Benefits
- An annual education allowance
- No meeting Wednesday; Flex Fridays
- Generous time off (including your birthday)
- Employee and Family Assistance
- Amazing colleagues to learn from
Varicent is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require accommodation at any time during the recruitment process please email accomodations@varicent.com
Varicent is also committed to compliance with all fair employment practices regarding citizenship and immigration status. By applying for a position at Varicent and/or by using this portal, you declare and confirm that you have read and agree to our Job Applicant Privacy Notice and that the information provided by you as part of your application is true and complete and includes no misrepresentation or material omission of fact
