Technical Account Manager

AvePoint; Richmond (VA); On-site; USD 75,000 - 100,000; Full time

Benefits offered by this job

Medical benefits

401(k) with match

Unlimited PTO

Bonuses/Commissions

Job summary

AvePoint is seeking a Technical Account Manager (TAM) to be the technical point of contact for enterprise customers. You will advise on platform integrations, manage the account technically, and provide prescriptive feedback throughout the product operations lifecycle.

In this role you will lead architectural sessions, run remote or on-site engagements, and deliver training. You’ll collaborate with Support, Customer Success and Sales to ensure customer success and growth.

Qualifications

• BA/BS Degree in Computer Science or Engineering preferred.
• Experience with Google Cloud Platform (GCP) and understanding of Microsoft 365 environments.
• Minimum 3+ years in a related technical field (e.g., software support, pre-sales engineering, technical account management).
• Excellent written and verbal communication, organization, presentation, and stakeholder management skills.
• Ability to work independently and in a highly collaborative team.
• Willingness to learn and adapt in a fast-paced environment.
• Experience testing and updating live production environments.
• Working knowledge of current software protocols and Internet standards.
• Familiarity with an Enterprise Content Management system.

Responsibilities

• Becoming a trusted customer advocate by staying prompt and professional with all engagements.
• Help customers maximize product use and overcome challenges during implementation and usage.
• Conduct architectural design sessions to plan deployments of software solutions.
• Lead remote or onsite platform integration engagements for existing clients.
• Deliver remote or onsite training sessions for clients.
• Serve as escalation point and lead conference calls for complex support cases.
• Coordinate internal and external support to deliver timely, effective responses.
• Produce technical documentation to support deployments and expansion.
• Collaborate with Support, Customer Success and Sales to ensure account stability and growth.

Skills

Communication skills

Presentation skills

Stakeholder management

Troubleshooting

Cloud platforms

Education

Bachelors in CS/Engineering

Tools

PowerShell

Job description

Overview

Do you have passion for customer satisfaction and the skills to support a complex technical environment? Does the idea of being the trusted technical advisor excite you? We’re looking for someone who can quickly become an expert in delivering exceptional service that nurtures customer retention, fosters platform adoption, and provides prescriptive feedback.

What will you be doing?

The Technical Account Manager (TAM) serves as the key technical point of contact for AvePoint enterprise customers. The TAM works in a consultative role to assist in successful platform integrations and account management to provide existing customers with technical recommendations through a customer’s product operations lifecycle.

Your Responsibilities Will Include

• Becoming a trusted customer advocate by ensuring we are prompt and professional with all engagements, whether by phone or email.
• Helping customers maximize their use of our products by overcoming any challenges throughout implementation and general use.
• Performing architectural design sessions with existing clients to assist in architecting future and current deployments of software solutions
• Performing remote or onsite platform integration engagements for existing clients
• Delivering remote or onsite training sessions for clients
• Acting as the escalation point and lead conference calls with customers who require experienced handling on sensitive support cases
• Manage Account activities and coordinate internal and external support efforts to deliver timely and effective responses.
• Delivering Technical documentation to support customer deployments and expansion efforts.
• Partner with Support, Customer Success, Sales teams to ensure account stability, growth and adoption.

OK, I'm interested... is this the job for me?

You’re the main point of contact for your assigned customers, which means you will need in-depth product knowledge and exceptional troubleshooting skills. You will also act as the trusted advisor to other departments within AvePoint and will need to demonstrate strong follow-through in all your technical queries.

Other qualities that will make you a fit for this role include:

• BA/BS Degree (Computer Science/Engineering majors preferred)
• Experience with Google Cloud Platform (GCP) and an understanding of Microsoft 365 environments.
• Minimum 3+ years of work experience in a related technical field. (Ex. technical software support, pre-sales engineering, technical account management)
• Excellent written/verbal communication, organization, presentation, and stakeholder management skills
• Ability to work individually and within a highly collaborative team setting
• Willingness to learn and adapt in a fast-paced environment
• Experience testing and performing updates to a live production environment
• Working technical knowledge of current software protocols and Internet standards
• Competence with testing, logging and troubleshooting tools and procedures
• Knowledge of an Enterprise Content Management system

While not required, it’s an added plus if you also have:

• One or more cloud-related certifications (e.g., MS‑900, AZ‑900, or Google Cloud Platform credentials).
• Experience with scripting (PowerShell)
• Familiarity with REST API development

The Salary Range for this role is $75,000 - $100,000.

At AvePoint, we strive to offer competitive, fair, and equitable total rewards. The listed salary range represents a good faith estimate, with final offers based on location, experience, skills, and qualifications. The listed range reflects base salary only; our total rewards include base salary, comprehensive benefits (medical, dental, vision, 401(k) with match, unlimited PTO), and depending on the role, bonuses, commissions, or equity (RSUs). We welcome compensation discussions.

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