Strategic Technical Account Manager

Turtle Trax S.A.; México; Sur place; MXN 900 000 - 1 300 000; Plein temps

Résumé du poste

Fortra seeks a Technical Account Manager to act as a key customer contact, delivering technical expertise and proactive engagement to realize customer value. You will resolve advanced issues, analyze complex environments, and collaborate with Success teams to drive account strategy.

The role requires in-depth product knowledge, strong communication skills, and a proven ability to mentor peers while maintaining high customer satisfaction and retention in a fast-paced environment.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience.
• 4+ years of experience in technical support, system analysis, or related fields involving complex troubleshooting.
• 3+ years of experience with Fortra solutions or similar industry products.
• Strong knowledge of software systems, configurations, and troubleshooting methodologies.
• Proven ability to diagnose and resolve complex technical issues.
• Excellent verbal and written communication skills.
• Strong problem-solving capabilities and the ability to work independently or collaboratively.
• Experience with technical support tools, ticketing systems, and escalation processes.
• Demonstrated customer service experience with project leadership responsibilities.

Responsabilités

• Drive strategic and tactical account management focused on customer outcomes, goals, and needs.
• Develop and execute value realization plans tailored to each customer.
• Identify opportunities to introduce additional Fortra products and expand account footprint.
• Maintain in-depth knowledge of each assigned customer’s environment, users, business drivers, and objectives.
• Ensure high customer retention through proactive engagement, effective issue resolution, and increased solution adoption.
• Diagnose complex technical issues based on unique system configurations and customer inputs.
• Validate software behavior against documented specifications.
• Act as a trusted technical advisor, clearly explaining root causes and resolutions.
• Provide ongoing knowledge transfer to address skill gaps and improve customer product usage.
• Set up and troubleshoot advanced test environments to replicate and resolve customer-reported issues.
• Use advanced expertise to analyze product performance and ensure alignment with intended functionality.
• Collaborate with internal teams to resolve issues when software does not function as intended.
• Lead knowledge-sharing sessions with clients and internal teams.
• Contribute to best practices and internal process improvements.
• Create knowledge base content, documentation, and training materials.

Connaissances

Verbal communication

Written communication

Troubleshooting

Customer service

Project leadership

Independent/team collaboration

Escalation management

Formation

Bachelor’s degree in Computer Science or related field

Equivalent experience

Outils

Ticketing systems

CRM/support tools

Monitoring/diagnostics tools

Description du poste

Fortra seeks a Technical Account Manager to act as a key customer contact, delivering technical expertise and proactive engagement to realize customer value. You will resolve advanced issues, analyze complex environments, and collaborate with Success teams to drive account strategy.

The role requires in-depth product knowledge, strong communication skills, and a proven ability to mentor peers while maintaining high customer satisfaction and retention in a fast-paced environment.