Director of Technical Account Managers

Primary Objective:

The Director of Technical Account Managers is responsible for setting the strategic direction and goals of the service organization to ensure that it is closely aligned with the overall Netezza High touch corporate strategy and initiatives.
The focus will be on 100 % referencability and optimizing Netezza so that as the customer needs grow Netezza is the first choice for additional systems. Proactively identify and develop innovative support that offer considerable value to the customers. Enable and further strengthen post sales account management and become the industry leader in the delivery of support services

Manage organization of Technical Account Managers that function as a customer advocate responsible for case management, reporting and reviews, customer account plans and quarterly meetings at key strategic accounts. Interact with Product Management to ensure feature and enhancement requests are addressed, Sales to identify TAM opportunities, Partner opportunities to help bridge customers with consulting service, Development to ensure all items needing intervention are properly communicated, Operations for solid internal relationships and open lines of communication with the support centers and ongoing educational needs for customers. This position requires strong interpersonal skills and training in management and leadership techniques in addition an awareness of the activities within Netezza. The position must have the ability to partner with Sales, Product Management, Development, and QA and customers to ensure superior product quality.

Accountability/Scope (range of responsibilities):

• Strong interpersonal skills and training in management and leadership techniques.
• Perform skill assessments and individual development plans.
• Prepare and present strategic business plans to mature the support model to fit new business needs.
• Prepare for succession planning, i.e. recognize performance and promote individuals to appropriate positions within the department or company.
• Lead the team in the hiring process.
• Delegate appropriate levels of responsibilities and job duties to reporting personnel.

Essential Functions/Major Responsibilities:

• Primary responsibility is to manage daily operations of the Technical Account Managers..
• Escalation point for customers to communicate actions to resolve issues.
• Manage the Netezza Support Policy directives to provide the agreed upon level of support to identified TAM accounts
• Prepare hiring requests and business justifications for hiring requests to meet forecasted TAM needs
• Provide Technical and Professional guidance to TAMs by means of setting clear objectives and informal reviews and yearly formal performance reviews for all reporting personnel.
• Act as one of the department's primary liaisons with the Sales team, PIE team, and Engineering
• Develop and implement the training plans for the TAM's as required for needs of the business and employee development.
• Assist in developing and implementing team policies, procedures, and service offerings as required by the needs of the business.
• Develop and/or implement/execute reports necessary to manage TAM performance and analyze the performance of the team on a daily basis.
• Maintain a personal working knowledge of released products and the technology surrounding the products to sufficiently support product related issues in a timely fashion with a high degree of expertise.
• Work Cross functionally to prepare team for future product releases.
• Take on special projects when requested.

Skills Required:

• Organizational, planning and time management skills
• Written, communication and presentation skill
• Ability to motivate and lead a team of technical engineers

Desired Job Experience:

• 8+ years of Technical Account Management experience within software and/or hardware company
• Experience managing support engineers in multiple locations

Desired Education:

Minimum Bachelor of Science or Bachelor of Arts Degree or 10+ years work experience in customer services with 8 years in management.

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