Premier Services - Technical Account Manager

Alfresco - Atlanta Office

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Job Description

About Us

Alfresco is a commercial, open source software company that provides simply a better way for people to work, ensuring they have the right information they need, exactly when they need it most.

Our software powers the daily work of more than 11 million people at industry-leading organizations in more than 190 countries worldwide. The Alfresco Digital Business Platform is a modern, enterprise-class, cloud-native platform that enables organizations to build digital operations to deliver instant services with exceptional experiences. It provides the fastest path for people to interact with information and for organizations to quickly respond to threats, opportunities and circumstances.

Alfresco helps more than 1,300 industry-leading organizations, including Cisco, Pitney Bowes, the Canadian Museum for Human Rights, US Navy Department, the Joint Chiefs of Staff, and NASA, be more responsive and competitive.

Founded in 2005, Alfresco has its headquarters in Boston, Massachusetts, USA. For more information on Alfresco, please visit http://www.alfresco.com.
 

THE ROLE

The role of a Premier Services – Technical Account Manager is within our Customer Success group. This team consists of the Global Customer Support, Professional Services, Customer Relationship Management and the Premier Support Services. This group is completely focused on our customers and is reflected in our mission statement.
Deliver outstanding results, experiences and business value 
throughout the Alfresco customer lifecycle.
The Technical Account Manager (TAM) role works closely with three groups of people: Customers, colleagues and management.

As an example of what the role entails the job description is built around those three groups:
Your Customers...
A successful Technical Account Manager (TAM) will help and guide our customers running their Alfresco project to a successful outcome.
During weekly calls with the customer and meetings on site the TAM will gain knowledge about the customer’s Alfresco environment and understand their business needs. Using this knowledge the TAM can act as an advocate for the customer within Alfresco to ensure that technical issues are resolved quickly, with high quality and according to customer’s priorities. This should lead to a very high satisfaction rating from our customers about the (Premier) Support delivered.
Alfresco’s best Technical Account Managers are technical specialists for our ECM and BPM products. They are working together with their customers in preparation of planned upgrades to ensure the customer has all information needed to run this operation successfully. Outside of those the TAM will carry out annual health checks on customer’s environment, providing feedback and follow up on recommendations to identify to prevent any potential issues on their systems.
Your Colleagues...
To be successful as a TAM at Alfresco, it is needed to collaborate with colleagues within the Premier Support Services and with Alfresco’s global support team. This might include technical help, providing additional information from the customers or changes in support priorities.
Outside the support organization the Technical Account Manager will work closely together with our Sales Team, the Customer Success Managers and the Alfresco Professional Services team including consulting and training.
Management...
The Technical Account Manager will report to the regional Premier Support Services Manager who is happy to help as much as possible to ensure the customer’s success.
If you can motivate youself, work indepentently and like to laugh, our work environment might be the right fit for you. And as half the team and the customers are remote, open collaboration is especially important.
All this is about your work and career. And all managers at Alfresco are supporting their employees in developing to achieve short and long term goals to progress your career as you want and when you want it.
If you read so far, like the job and can see yourself doing this, please contact us. If you look for a bullet point list please read further:

Your Impact

Your Keys to Success

Preferred Skills

Alfresco is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, military status, gender, gender identity, sexual orientation, age, marital status, genetic information, medical condition or disability status.

About Alfresco

Alfresco Software, Inc. ("Alfresco") is an enterprise open source software company focused on advancing the flow of digital business. The company provides a better more effortless way for people to work, making sure they have the information they need, exactly when they need it the most. The Alfresco Digital Business Platform is used to digitize processes, manage content and securely govern information. Alfresco helps over 1,300 industry-leading organizations, including Cisco, Delta Dental, Capital One, US Department of Navy, the Joint Chiefs of Staff and NASA, be more responsive and competitive. Founded in 2005, Alfresco has it's U.S. headquarters in San Mateo, California and European headquarters in Maidenhead, UK.