Technical Account Manager

Ursus, Inc.

Lehi, UT

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JOB DETAILS

SALARY

$39–$49.87 Per Hour

SKILLS

Agile Programming Methodologies, Analysis Skills, Application Programming Interface (API), Architectural Services, Artificial Intelligence (AI), Atlassian JIRA, Business Operations, CMOS, CSS (Cascading Style Sheet), Cloud Computing, Communication Skills, Computer Science, Conflict Resolution, Consulting, Customer Relations, Customer Satisfaction, Customer Support/Service, Data Analysis, Database Technology, Debugging Skills, Digital Media, Establish Priorities, HTML5, Health Maintenance, Identify Issues, Information Technology & Information Systems, Java, Java Platform Enterprise Edition (Java EE/J2EE), JavaScript, JavaServer Pages (JSP), Knowledge Management, LDAP (Lightweight Directory Access Protocol), Leadership, Marketing, Marketing Software, Mentoring, Metrics, Microsoft Product Family, Negotiation Skills, OSGi (fka Open Services Gateway initiative), Operating Systems, Operations Planning, Organizational Skills, Performance Tuning/Optimization, Persona/Avatar Development, Presentation/Verbal Skills, Problem Solving Skills, Product Management, Product Support, Project/Program Management, REST (Representational State Transfer), Requirements Management, Resolve Customer Issues, Risk Analysis, Risk Management, Sales, Sales Management, Scrum Project Management and Software Development, Set Goals, Slack, Software as a Service (SaaS), Strategic Accounts, Team Lead/Manager, Team Player, Technical Leadership, Technical Writing, Technical/Engineering Design, Time Management, User Interface/Experience (UI/UX), Willing to Travel, Writing Skills, XHTML (EXtensible HTML), XML (EXtensible Markup Language), jQuery

LOCATION

Lehi, UT

POSTED

23 days ago

JOB TITLE: Technical Account Manager
LOCATION: Lehi, UT
PAY RANGE: $39 - $49/hr.
DURATION: 2+ Months

Company:
Our client is a global leader in creative software, offering innovative tools for digital media creation, design, and marketing.

The Opportunity:
As large enterprises invest, we are in need of strategic and high-powered technical talent to help our largest customers navigate their operational needs across the Experience Cloud solutions. Our Technical Account Managers (TAM) build, develop, and maintain one-on-one relationships with our extraordinary customers. They produce and deliver a prescribed set of technical services specifically designed to help them maintain operational health, while adopting new solutions and functionality to increase their investment.

A person in this role possesses customer-facing and communication skills that enables you to represent best within a customer s environment, driving discussions with multiple personas from developers and analysts to management and senior leadership regarding tasks, projects, cases, standard methodologies, and prioritization. One should also have the proficiency to think strategically about people, process, and technology challenges as they help our customers realize the investment, efficiencies, advantages, and innovation available in the Experience Cloud.

In addition to the above set of functions, key elements of the role include serving as a primary, technical go-to person for multiple customers as you establish business and operational understanding of their environment. Hands-on, confident technical expertise is required to work through challenges and events and manage day-to-day operational needs. You will field technical inquiries, handle customer issues, and influence partners to improve your customers health. The overarching goal is to ensure that you understand your customers technical and business requirements and can anticipate and avoid issues; identify and mitigate risk; and create a successful partnership.

Responsibilities:

Be a central point of contact while ensuring high levels of customer satisfaction for your assigned customer accounts
Maintain regular communication with both the external and internal teams, constantly handling customer expectations
Engage with Director and VP-Level executives to translate business needs into technical and operational plans
Work hands-on with Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, and the rest of the Consulting practice to address issues, questions, and requests
Provide detailed reviews of service disruptions, metrics, detailed prelaunch planning
Analyze and present impactful data and insight to leadership
Demonstrate knowledge of your customers environments to assist service teams in better serving your customers
Serve as a first point of critical issues for customer concerns relating to technical issues and coordinate and drive resolutions with services, sales, and product teams
Ensure timely response and resolution to technical and product outstanding items
Assess and document customers technical environment to reveal ongoing insight and improvement opportunities
Make recommendations on how new and existing features fit within customers environments, supplying standard methodologies and guidance
Participate in customer-requested meetings and quarterly business reviews (on-site and remotely)
Participate in project-based, consultant-led architectural and design discussions to ensure solutions are optimal for the customer(s)
Provide proactive status updates to required parties
Host periodic checkpoint and status calls with customer and internal partners
Identify enablement goals and plans
Continually develop both technical and soft skills individually and assist in mentoring immediate team members as needed

Skills:
As a Technical Account Manager (TAM) requires a strong blend of technical expertise, program and account management discipline, and executive level communication skills to effectively drive customer outcomes. Core to the role is deep functional knowledge of Experience Cloud products particularly Customer Journey Analytics (CJA) and Analytics (AA), along with AEP/CDP, RTCDP, and Target to provide credible guidance, troubleshoot issues, and unlock measurable business value. Equally important is proficiency in collaboration and operational tools such as Microsoft Teams, Slack, and OneNote for communication and knowledge management, as well as Excel and Dynamics for data analysis, reporting, and account tracking. TAMs must also be fluent in delivery and workflow platforms like Jira and Workfront to manage projects, prioritize efforts, and ensure execution rigor. Beyond tools and technical acumen, successful TAMs demonstrate strong program management capabilities driving structured plans, milestones, and risk mitigation while maintaining strategic account management focus on retention, growth, and customer health. Executive presence, stakeholder management, and polished soft skills are critical, enabling the TAM to influence senior leaders, facilitate alignment, and communicate complex technical topics in a clear, business relevant way. Experience with AI products like Copilot, Claude, and OpenAI is a plus.

Education:

4 year college degree preferred in Computer Science or Information systems from an accredited university or equivalent experience in the stack of CXO products. Candidate will need to have enough experience in these products to hit the ground running as ramp up time will be small.

Requirements:

Bachelor s Degree in related field of the technical industry or equivalent experience
At least five years of full-time experience in consultative, customer support and/or related role in marketing technology
Exceptional CX focus and abilities
Demonstrable ability to adapt to new technologies and learn quickly
Proven presentation skills, including confidence and comfort over the phone and in front of audiences both small and large
Professional demeanor, ability to collaborate with and lead teams with dynamic strengths, and presenting with client managers, directors, and VPs including CMOs and CXOs
Excellent, sophisticated written and verbal communication skills
Strong conflict resolution and negotiation skills
Tenacious in driving closure around blocking issues and open technical issues
Strong personal organization skills, as well as prioritization and time management skills
Ability to manage multiple, sophisticated, high-priority tasks and situations across multiple accounts
Excellent problem-solving skills, with a validated ability to identify issues, tackle them quickly and thoroughly, using peers and internal resources as applicable
Travel to client locations as (approximately 15-20 percent)
Familiarity, awareness, or strong solid understanding of development methodologies and technologies in one or more than of the following: JavaScript, jQuery, Java, JSP; HTML, HTML5, XHTML, CSS; REST, XML, J2EE Application Services, Database Technologies, LDAP Server Technology, OSGI Framework
Tagging and implementation familiarity or experience
Analysis principles and interpretation experience
Understanding of and experience with marketing software and domain principles
Experience and familiarity with the following solutions (a plus but not a hard requirement): Analytics, Audience Manager, Target, SAAS
Familiarity with Agile development methodologies, such as, Scrum
Familiarity with SaaS UX and navigation
Understanding of performance tuning and optimization
Understanding with debugging coding languages
API-level knowledge of third-party applications is a plus
Comprehension or experience in a wide-range of computer operating systems and software with emphasis on installation, solving, upgrading, integration and client/server operations is desired

BENEFITS SUMMARY: Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate or annual salary only, unless otherwise stated. In addition to base compensation, full-time roles are eligible for Medical, Dental, Vision, Commuter and 401K benefits with company matching.

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About the Company

Ursus, Inc.

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