Overview
The Technical Account Manager is the primary technical contact for assigned customers, ensuring a seamless customer experience through proactive communication, product expertise, and effective coordination of customer requests. Working closely with customers and internal teams, the role helps resolve technical issues, supports product adoption, and builds long-term customer relationships.
- Serve as the primary technical point of contact for assigned customers.
- Build and maintain strong customer relationships by understanding business and technical needs.
- Respond to customer inquiries and coordinate the timely resolution of technical issues.
- Investigate reported issues, document them in Jira, and coordinate resolution with Product and Development teams.
- Collect customer feedback and feature requests, ensuring they are communicated to the appropriate teams.
- Manage customer expectations by providing clear communication on product capabilities, planned enhancements, and delivery timelines.
- Provide guidance on product functionality and support successful product adoption.
- Keep customers informed throughout the issue resolution process.
- Contribute to customer satisfaction and long-term customer success.
- Bachelor's degree in Computer Science, Information Systems, Engineering, Business Informatics, or a related field.
- 2+ years of experience in Technical Support, Technical Account Management, Customer Success, Business Analysis, or a similar client-facing technical role.
- Experience working directly with enterprise customers.
- Good understanding of SQL and relational databases for troubleshooting and data analys.
- Experience using Jira or similar ticket management systems.
- Familiarity with CRM or enterprise software solutions.
- Strong analytical, communication, and problem-solving skills.
- Ability to understand customer business needs and communicate them effectively to technical teams.
- Ability to manage multiple priorities in a fast-paced environment.
- Opportunity to work on enterprise solutions used by leading financial institutions.
- Ongoing learning, mentorship, and professional development support.
- Hybrid work model with three in-office days (Mondays, Tuesdays, and Thursdays).
- Competitive salary based on experience and qualifications.
- Paid vacation and flexible time-off policies.
- Modern and well-equipped office in Yerevan.
- Experience with Armenian Software/ ՀԾ is an advantage.
- Experience working as a CRM Manager in UCOs or banks is highly preferred.
- SQL
- Customer Relationship Management
- Technical Support
- Problem Solving
- Communication
- Jira
- CRM
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