Title: Technical Account Manager
Location: New York, NY 10012 (Hybrid) Duration: 05 months with possibility of Extension Max Payrate: $90.38/hr
Job Description:
Customer Planning & Documentation
Create, update, and maintain key customer-facing documents, including:
Mutual Action Plans (MAP)
Value Runbook Assessments
Strategic Business Reviews
Annual Account Plans
These are done in partnership with Customer Success Managers(CSM)Field Engineers (FEs), Sales who provide guidance and feedback to align deliverables to customer business objectives.
Internal Collaboration with Field Engineering
Attend internal planning calls with FEs to review customer objectives and discuss MAPs.
Ensure Success Accelerators are properly included in account plans.
Engage FEs as needed for customer delivery as part of the broader Ultimate Success ecosystem.
Outcome Capture & Reporting
Capture and report customer outcomes — both qualitative and quantitative — tied to engagements such as Deskside Coaching.
Document improvements in efficiency, productivity, and performance.
Collect and record customer verbatim feedback.
Success Accelerator Support
Support delivery of Success Accelerators such as:
Operating Model & Change Management
Digital Strategy & Roadmaps
Tool Workflow & Governance Optimization
Collaborate with FEs on accelerator selection and removing value blockers.
Technical Skills
Strong working or implementation knowledge Client Experience Cloud products specifically, AEP RTCDP and AJO
Ability to understand customer technical environments, architectures, and integrations
Familiarity with implementation patterns, APIs, and data flows
Ability to troubleshoot and triage technical issues at a high level
Strategic & Business Skills
Account planning and management (MAPs, business reviews, roadmaps)
Value realization and ROI framing
Business case development and executive storytelling
Understanding of customer KPIs and how Client solutions map to them
Digital strategy and roadmap development
Communication & Relationship Skills
Executive-level communication and presentation skills
Ability to engage and influence C-suite and senior stakeholders
Strong written communication for customer-facing documentation
Relationship building and trust development with key customer contacts
Project & Program Management
Ability to manage multiple workstreams and customer priorities simultaneously
Coordinating across internal teams (Field Engineering, Support, Sales, Consulting)
Tracking and reporting on customer outcomes and milestones
Analytical & Problem-Solving Skills
Ability to assess customer health signals and risks
Identifying adoption gaps and recommending corrective actions
Data-driven decision making and outcome measurement
Collaboration & Internal Engagement
Working closely with Field Engineers on Success Accelerators and delivery
Partnering with CSMs, SSMs, and account teams
Escalation management and cross-functional coordination
Education:
Bachelor's degree is typically the baseline requirement, commonly in fields such as:
Computer Science
Information Technology
Engineering
Business Administration
Marketing or Communications (for more business-focused TAM roles)