Technical Account Manager Goals and Objectives Examples
Understand the company's products and services thoroughly.
Provide excellent customer service to clients.
Build and maintain strong client relationships.
Meet with clients regularly to discuss their needs.
Understand clients' business goals and objectives.
Develop a deep understanding of clients' technical needs.
Collaborate with the sales team to identify opportunities for upselling and cross-selling.
Prepare and deliver presentations on the company's products and services.
Maintain accurate records of client interactions.
Communicate clearly and effectively with clients.
Manage client expectations and ensure they are met.
Monitor industry trends and developments.
Stay up-to-date on the latest technology developments.
Identify potential risks and issues with clients' systems.
Develop solutions to address clients' challenges.
Work with the product team to provide feedback on product development.
Train clients on how to use the company's products and services.
Provide technical support to clients as needed.
Resolve customer complaints in a timely manner.
Ensure that clients receive regular updates on their accounts.
Assist clients in setting up new accounts.
Coordinate with internal teams to resolve client issues.
Provide status updates to clients on ongoing projects.
Collaborate with clients on project planning and execution.
Provide guidance and advice to clients on technical matters.
Develop strategies to increase client retention.
Identify opportunities for process improvement.
Maintain a high level of client satisfaction.
Analyze data on client usage patterns.
Develop custom solutions for clients when necessary.
Develop a comprehensive understanding of clients' infrastructure and systems.
Identify areas for cost savings for clients.
Ensure that all client contracts are being fulfilled on time and within budget.
Manage project timelines to ensure timely delivery.
Create and manage project plans and schedules.
Develop and deliver training programs for clients.
Ensure that all documentation is up-to-date and accurate.
Provide regular reports on account status to management.
Establish and maintain effective communication channels with clients.
Attend industry conferences and events to stay current on industry trends.
Build relationships with key stakeholders at client organizations.
Develop a deep understanding of clients' financial goals and objectives.
Advise clients on the best practices for using the company's products and services.
Work with clients to develop custom integrations between the company's products and their systems.
Collaborate with clients to develop long-term strategic plans.
Provide guidance to clients on security best practices.
Conduct regular reviews of clients' accounts to identify areas for improvement.
Create customized reporting templates for clients as needed.
Build and maintain a knowledge base of technical information relevant to clients' industries.
Develop a clear understanding of clients' workflow processes.
Provide pre-sales support for prospective clients.
Provide post-sales support for new clients during the onboarding process.
Develop a deep understanding of clients' IT infrastructure and systems architecture.
Coordinate with other departments as needed to address client needs.
Collect customer feedback regularly through surveys, calls, etc., in order to improve service quality continually.
Regularly update customers about product releases, feature updates, etc., so they can take advantage of new capabilities as soon as they become available.
Check in with customers regularly (via phone or email) to ensure their continued satisfaction with the company's products/services.
Maintain an up-to-date knowledge base of competitors' products/services, features, pricing, etc., to help better inform customers of the company's unique value proposition.
Develop processes and procedures for efficient handling of customer inquiries or complaints.
Actively seek out ways to improve customer engagement and overall retention rates.
Communicate effectively both in written, verbal form via emails, calls, webinars, or face-to-face meetings when required.
Offer proactive operational support by monitoring and providing routine health checks of customer environments.
Ensure timely resolution of incidents logged by our customers providing regular status updates.
Prioritize workload based on established SLAs.
Support customers in their use of our platform from simple how-to questions right through complex debugging assistance.
Assist customers in designing complex solutions while promoting best practices alongside.
Deliver Quarterly Business Reviews where focus is given to adoption & utilization of our platform, measurement against KPIs agreed upon, identification of barriers & opportunities.
Responsible for tracking & reporting metrics around support case metrics including Open/Closed cases, Ageing Case count, CSAT scores.
Conduct analysis of customer’s usage data & patterns enabling early warning alerts & ability to predict future behavior.
Identify & execute on initiatives that drive CSAT improvements.
Maintain accurate & complete caseload documentation noting all steps taken towards resolution.
Collaborate & influence other internal teams such as Development, Product Management, Sales, Engineering & Marketing to advocate for customer needs.
Act as a subject matter expert across our platform offerings & educate others internally around these areas.
Encourage Customer Self-service adoption where appropriate through content creation or platform enhancement recommendations.
Bring awareness around new features & functionality encouraging user adoption through education.
Identify potential upsell opportunities & collaborate with Sales on driving these forward.
Monitor progress of initiatives & outcomes utilizing data-driven insights towards continuous improvement.