Senior Consultant, Technical Account Management

Boston, MA, United States

Senior Consultant, Technical Account Management

About Showpad

At Showpad, we empower others to be at their best. As a business, that means the Showpad sales enablement platform allows revenue teams to engage buyers through industry-leading training and coaching software as well as innovative sales content and engagement solutions. We provide sales and marketing with the software and support they need to enable their teams, drive more revenue and deliver incredible buying experiences.

Founded in 2011 in Belgium, Showpad is a team of more than 400 people working from our headquarters in Ghent and Chicago or regional offices in London, Munich, San Francisco and Wroclaw.

As an employer who understands the importance of diversity, we are committed to proudly representing the various identities of the communities in which we work and the clients that we serve. We have been recognized as a top workplace by Built In Chicago, Built In San Francisco and Inc. Magazine, as a top 10 software company in the Inc. 5000 Europe list and won the award for "Most Sustainable Growth Company" by Deloitte Belgium.

About the Senior Consultant, Technical Account Management position at Showpad

As a Senior Consultant, Technical Account Management, you will serve as the primary point of contact for managing the technical aspects of a customer's relationship with Showpad. You will ensure their success by understanding their technical requirements and business objectives and aligning them with our products and services. This role requires a strong technical background, proactive planning and programme management, excellent communication skills, and the ability to build and maintain relationships with customers and internal teams.

This role will report into the Global Director, Managed Services.

Key behavioural characteristics:

Results-driven with a keen ability to devise new solutions to complex problems

Self-starter who thrives within the balance of autonomy and collaboration

A strong contributor committed to refining and moving the managed services program forward

Differentiates between urgency and strategy while understanding how the two intersect

Routinely zooms out to look at larger strategy

Managing without authority is a natural ability

Ownership and accountability are part of your DNA

Responsive, alert, and customer-obsessed

Key Responsibilities for a Senior Consultant, Technical Account Management at Showpad

Customer Engagement:

Build and maintain strong relationships with key customer stakeholders

Conduct regular check-ins, meetings, and reviews to understand customer goals and challenges, demonstrate progress and results against goals, reconfirm priorities and agree next steps for service delivery

Skillfully recognize & navigate customer politics & conflicts, seeking resolutions in a diplomatic & respectful manner

Technical Showpad Mastery

Maintain a deep understanding of Showpad products and services, fluently demonstrating the capabilities, new releases, benefits, and value

Provide technical guidance and issue management to customers, ensuring they maximise the value of Showpad, maintain high levels of good instance health and align with customer goals and objectives

Provide perspective on Showpad to inspire and challenge your customer, articulating best practices aligned with their use-case

Fluently explain & demonstrate all of Showpad's upcoming features, synthesizing how they will benefit the customer and improve their Sales Enablement practice

Articulately position the value of Showpad's eOS use cases & capabilities tailored to the customer (account, persona & industry)

Be an expert on Showpad Instance Health, how to generate reports, interpret reports and prioritise recommended next steps based on analysis

Program Management

Establish mutually agreed instance health improvement and project plans that include scope and are aligned with customer goals, holding stakeholders accountable for the project timeline

Work closely with Global Resource Manager to support Consultants to support the delivery of the Managed Service plan

Instruct, oversee and manage the delivery and quality of work delivered by Consultants assigned to the Managed Services engagement

Generate reports and analysis to track customer goals and metrics set at the beginning of the relationship and on an ongoing basis to demonstrate impact - inclusive of status updates across their full Showpad services engagements and remaining balance of service credits

Meeting Excellence

Effectively plan, execute & follow up on customer meetings to drive meaningful engagement & productive outcomes

Demonstrate meticulous preparation by thoroughly researching the customer's business, anticipating potential objections & formulating relevant questions, insights & content in advance of meetings

Provide a clear agenda ahead of, and summary following meetings, ensuring alignment on desired outcomes & actionable next steps

Operational Excellence

Demonstrate a strong commitment to following established project-specific processes, methodologies, and workflows to a high standard, particularly instance health and enablement maturity assessments

Maintain excellent project hygiene and detailed records of customer interactions, issues, and resolutions in our PSA tool, ensuring completeness & accuracy of data at all times

Routinely utilise internal tools to streamline tasks & productively manage projects

Generate reports and analysis to track customer goals and metrics set at the beginning of the relationship and demonstrate progress in regular check-ins

Generate reports and analysis to track customer service credit usage and demonstrate progress in regular check-ins

Maintain the minimum target billable utilisation rate

Internal Collaboration:

Collaborate, or encourages collaboration between individuals & teams, including Customer Success, Support, Product, and Account Executive, to improve performance across the entire business for the benefit of our customers, e.g. the full account team

Maintain open communication among account team members ensuring everyone is fully briefed & aligned on all customer projects, needs, and overall account health

Proactively share valuable best practices & offer others guidance, feedback & recognition where appropriate

Advocate for your customers, creating a feedback loop to improve our products and services and advise account teams where commercial opportunities may exist

Strategic Planning

Use data-driven approach, utilising instance health and enablement maturity dashboards and reports to identify areas of instance improvement and prioritise these based on the impact on each within the context of the customer's goals, priorities and budget

Proactively seek to identify opportunities within the customer project portfolio to upsell or cross-sell additional solutions or services, leveraging instance health dashboards

Maintain high-quality, comprehensive instance plans for key accounts regularly

Cultural Advocacy

Act as a strong culture carrier of the Showpad showings within the team and broader company environment

Required Skills for a TAM at Showpad

Bachelor's degree in a relevant technical field or equivalent work experience

Deep understanding of the tech industry and specifically Sales Enablement

Proven experience in Technical Account Management or similar role

SaaS experience with a strong understanding of API's, web hooks, and integrations

Strong technical aptitude with the ability to understand and communicate complex technical concepts

Proven ability to understand customer goals and translate them into measurable metrics

Excellent interpersonal and communication skills, both verbal and written

Demonstrated ability to manage multiple customer accounts and priorities simultaneously

Problem-solving skills with a proactive and customer-first approach

Location

Candidates based in Chicago will be required to attend the office 2 days a week including Thursdays.

Candidates based in Austin, Boston, New York will be required to meet in our hub locations every other Thursday for in person connection with other Showpadders.

What you can expect from Showpad

We welcome every voice and are committed to building a truly inclusive environment where your differences are not just welcomed, they are celebrated. We're building a best-in-class experience for our employees and are always identifying opportunities to encourage our team to be their authentic selves. Whether that's paid parental leave, paid holidays (including Juneteenth and paid time off to vote), paid time off to volunteer at non-profit organizations, personal development opportunities or professional stretch assignments, you can expect Showpad to support you.

Showpad's Commitment

We are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other dimensions of identity.

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