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Technical Account Manager

Jama Software

Jama Software

IT, Sales & Business Development
Remote · United States
Posted on Saturday, April 8, 2023

Jama Software® is focused on maximizing innovation success. Numerous firsts for humanity in fields such as fuel cells, electrification, space, autonomous vehicles, surgical robotics, and more all rely on Jama Connect® to minimize the risk of product failure, delays, cost overruns, compliance gaps, defects, and rework. Jama Connect uniquely creates Live Traceability™ through siloed development, test, and risk activities to provide end-to-end compliance, risk mitigation, and process improvement. Our rapidly growing customer base of more than 12.5 million users across 30 countries spans the automotive, medical device, life sciences, semiconductor, aerospace & defense, industrial manufacturing, financial services, and insurance industries. To learn more, please visit us at jamasoftware.com.

We are looking for a customer-centric Technical Account Manager (TAM) to join us at Jama Software. This role is the single point of contact for enterprise customers’ technical needs and issues. This role will partner with account managers and leverage technical and business expertise to build deep relationships with customers to improve their experience of using Jama Software.

What You'll Do:

  • Manage the technical relationship for enterprise clients that have purchased Jama’s Premium Support offering.
  • Earn the trust of customers by demonstrating technical and business insight while empathizing with their business challenges.
  • Provide technical representation within the Customer’s quarterly technical and strategic business review, in collaboration with the Jama Software Customer Success Manager.
  • Manage customers’ technical support cases and ensure they are addressed properly as well as handle customer issues with internal teams to deliver resolution in a timely manner.
  • Provide training at each new release to promote smooth flows across releases and provide your customers with the latest information on new features.
  • Guide your customers through the process of upgrading their self-hosted instance of Jama Connect. This includes outlining standard methodologies to prepare for a successful upgrade and troubleshooting any issues that arise.
  • Maintain a deep understanding of how customers are using Jama solutions and how their environments are configured.
  • Be the customer's advocate inside Jama, inform our internal teams of the customers’ challenges and needs, and at the same time properly set and manage customers’ expectations.
  • Partner with the Customer Success team to build strong relationships with some of the most technically demanding Jama customers.
  • Be a credible resource both inside and outside of Jama, continually seek opportunities to increase customer satisfaction, and deepen client relationships by interacting effectively with the client organization.
  • Work seamlessly with our teams to deliver continuous value to our customers and drive platform adoption.
  • Articulate the value of Jama’s solutions and services through presentations, demonstrations, and open discussions with customers.
  • Offer standard methodology guidance, ongoing knowledge transfer, and detailed recommendations to achieve and maintain business goals and objectives.

What You'll Bring:

  • 3-5 years of Technical Account Management (or related) experience in the technology industry.
  • 1 year of experience with maintenance and troubleshooting of Java-based web applications, especially with Apache Tomcat and Dockerized solutions is a plus.
  • BS degree in technology, preferably in Engineering, IT, or Computer Science, or equivalent experience.
  • Ability to explain highly technical issues to a non-technical audience, including business team members.
  • Familiar with software development life cycle.
  • Strong interpersonal skills, and written and verbal communication.
  • Self-contained and ability to prioritize workloads when working on multiple projects simultaneously.
  • Passionate, driven, thoughtful, team-oriented, and hard-working with the ability to raise the performance of those around you.
  • Values transparency and willingness to think on a broader scope.

Perks and Benefits:

  • Virtual first and culturally diverse work environment spanning 8 countries.
  • Ambitious and fun work with a chance to define distinct, company-shaping tangible contributions.
  • Flexible time off and leave programs crafted to meet the needs for your rejuvenation and extra support to cope with life events with a quarterly $75 wellness reimbursement.
  • Comprehensive and affordable medical, dental and vision plans with pre-tax savings accounts and a generous 401(k) employer match.
  • 12 weeks of paid parental leave to bond with your new family member.
  • Emphasis on learning and development at all levels with a subscription to LinkedIn Learning.

At Jama Software, we welcome passionate individuals who have the unrestricted right to work in the United States, including natural citizens and Green Card holders, and reside in eligible states to join our team.

If you get to this point, we hope you're feeling excited about the job you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. Women, BIPOC, LGBTQ, and other under-represented groups are highly encouraged to apply. We're eager to meet people that believe in Jama Software’s mission and can contribute to our team in a variety of ways – not just candidates who check all the boxes.

Jama Software is an Equal Opportunity Employer. Qualified applicants will be considered without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, disability, genetic information or that of their relatives, friends or associates or any other characteristic protected under federal, state, or applicable law.