Technical Account Manager
Jamcracker's Service Delivery Network (JSDN) is a growing ecosystem that brings together On Demand providers and service providers. On Demand Providers include: ISVs, SaaS providers, Cloud services, IT Services providers and any company that has services delivered via the internet. The JSDN greatly extends market reach and quickly increases revenues for On Demand providers through a global marketplace from which Service Providers and other service-delivery channels can rapidly source, bundle, re-brand and deliver On Demand services to businesses, consumers, and downstream channel partners.
Position Type:
• Full-time regular
Roles:
• Primary post-sales technical interface between assigned clients and the Jamcracker divisions for the duration of that business relationship
• Supervise complex customer engagements that typically span 3 to 12 months in duration.
• Primary interface to customers across the management ranks as it relates to active projects and overall business relationship.
• Leadership role in coordinating client and Jamcracker teams for resolution of issues during active projects.
• Provide ongoing technical and business leadership for customers and partners with go to market, architecture, design, installation, configuration, and implementation of Jamcracker products and technologies.
Responsibilities:
• Maintain deep knowledge of Jamcracker solutions and related technologies
• Educate the customer on the overall Jamcracker´s approach and process along with managing customer responsibilities within that approach.
• Actively set and manage customer expectations regarding the solution/services provided for active projects.
• Ensuring a consistent understanding of the scope and approach for the proposed solution across Jamcracker functional teams for active projects.
• Oversees the creation, review, and delivery of customer-facing deliverables throughout the engagement lifecycle. Business requirements gathering, priorities assignment and solution definition (in collaboration with Product and Engineering).
• Primary author of project Statements of Work including articulation of expected use cases
• Responsible for managing the Statement of Work and all deliverables of the SOW with the customer.
• Manage client expectations and ensure clear and consistent understanding of the Jamcracker solutions on an ongoing basis
• Develop a trusted advisor relationship with key client personnel
• Define Jamcracker Marketplaces, storefronts and programs for client implementations
• Deliver technical/business presentations and demonstrations to clients and prospects
• Document best practices in deploying Jamcracker solutions
• Responsible for routine engagement account management duties and responsibilities
• Responsible for customer communication and management communication on customer engagements and status in collaboration with Services Project Manager
• Participate in up-sell/cross-sell of Jamcracker solutions and services with customer engagements alongside Jamcracker sales and marketing teams
• Provide 'user experience' and ´functional gap´ feedback to Product Management
• Document and communicate new features/product requirements to product management
• Ensure that client experiences (challenges, successes and concerns) are communicated to Customer Advocacy management in a timely fashion
Requirements:
• 7-15 years experience in relevant industry with relevant experience.
• Degree not necessary – just technical & business savvy
If you are interested in becoming a part of our winning team, please send your resumes to jobs@jamcracker.com - local candidates only.
Jamcracker provides competitive compensation to the successful candidate. For full-time regular employees, we offer benefit programs including medical, dental, vision, short and long-term disability insurance, term life and AD&D insurance, and long-term care insurance. Other benefits include stock options, paid time off, and a 401(k) plan.
Qualified applicants receive consideration without regard to age, race, color, religion, gender, sexual orientation, national origin, or any other protected characteristic.
To all placement agencies: At this time, Jamcracker is not seeking any assistance from agencies. Please do not contact us directly regarding support in filling this or any other open positions.
To all prospective candidates: We are unable to follow up with each candidate on status of open positions. If we determine that there is a fit for one of our openings, you will be contacted to complete an application. We appreciate your interest in Jamcracker.
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