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Technical Account Manager Resume Samples
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10+ years of experience
The territories accounted for an average $12 million in services revenue covering 28 named accounts. Managed business development, customer satisfaction, client relationships and overall services account strategies.
- Led negotiations for territory’s first large scale services contract resulting in a $1.5 million in services revenue, account has increased to $4.5 million per year
- Exceeded quota and all commitments each year and was key contributor to achieve Microsoft US Services District of the Year in 2001, 2005 and 2008 by attaining 135%+ quota; was awarded top 3 performer within Central Region and top 10 in US
- Demonstrated operational excellence and was chosen for mentoring new employees within services sales and delivery roles from 1997 to 2008
- Hand picked to be Paul Allen (co-founder Microsoft) & Preston Gates Ellis law firm’s TAM
0-5 years of experience
Provide white glove customer centric service for galleries on the Amazon Art platform.
- Identified opportunities to work with category management and Seller Support management to correct the routing issue that prevented 80% of sellers from contacting Seller Support for technical assistance.
- Developed tools for Seller Support Fine Art team in order to eliminating redundancies.
- Created a structure for Seller Support for the day-to-day business in supporting the Fine Art category, reporting data, and opening communication between stakeholders.
- Lead an introduction process for Amazon Art on the Seller Support team for new sellers; created simplified templates for multiple Excel workbooks currently used within the Amazon Art team.
- Provide assistance to business and sales teams in onboarding new sellers, reaching out to assist them with pain points.
6-10 years of experience
Customer advocate, liaison, and single point of contact for customers located in the NYC Financial district to ensure customer satisfaction by providing oversight and management for technical issues.
- Provided technical account and situation management to focus and coordinate information and resources to address issues in the field, by delivering feedback and recommendations for service delivery issues to the appropriate members of virtual teams.
- Developed and delivered post incident reports on all critical support incidents, developed and maintained customer support plans and relationships, used complex analytical skills to recognize trends and improve performance in order to assist account teams and customer objectives.
- Provided Tier 1 Hardware technical phone support to customers.
- Successfully closed 25-35% of first call incidents.
- Promoted to Tier 2 Technical Support.
0-5 years of experience
Consistently achieved annual customer contract sales in excess of $535K, selling upgrades to contracts to fulfill additional customer needs including a $117K add-on in 2009.
- Produced and delivered onsite operations and planning presentations for all of my customers, which helped customers understand their contract and how they could benefit.
- Hosted both internal and external events and training that assisted customers to be prepared for Windows 2008 R2/Windows 7 launch. Received OEM Knights (VP Level) award.
- Helped customers write bugs, produced beta testing information, and held OEM pre-shipment calls to ensure quality releases of operating systems and service packs.
- Provided research and analysis on hundreds of highly technical issues annually.
- Worked closely with senior management, engineering, and product developers to resolve stop-ship issues, providing resolutions of these issues to meet OEM deadlines.
- Completed deployment cycle of 2 new operating systems, multiple service pack update releases, and hundreds of hotfixes that resulted in faster time to market for OEM’s. Received “Ship-it” award for Windows 2008.
- Wrote new hire training for entire org within 6 months of hire as an OEM TAM.
0-5 years of experience
Assessed the business, process and technology health of customer’s product development teams. Guided them through the business and process problems they knew they had, and uncovered the problems they didn’t know they had. Supported all technical aspects of new software and services sales campaigns and grew product footprint in existing customer base.
- Developed and implemented a Proof of Concept program, improving efficiency by 50% and reach a 100% success rate within new sales campaigns.
- Introduced tools and processes, enabling a 50% reduction in data size and 50-75% improvement in efficiency for the Engine Simplification Team at Caterpillar.
- Managed all ongoing technical activities between [company name] and Agilent Technologies, ensuring customer success and satisfaction and [company name] product footprint growth.
- Increased and controlled online brand presence by managing multiple Twitter accounts and LinkedIn Groups.
- Guided US and global marketing teams, developing new lead generation programs resulting in hundreds of new sales leads per year.
- Developed and successfully executed account strategies in support of new business.
- Developed product demonstration best practice methodologies and trained dozens of [company name] Application Engineers in the art of delivering simple, yet high-impact product demonstrations.
- Managed technical aspects of winning sales campaigns in industry verticals such as Aerospace and Defense, Medical Device, Industrial Equipment, Electronics & High Tech and Automotive.
6-10 years of experience
Responsible for identifying client needs, customizing, and recommending appropriate hardware for network solutions. Negotiate cost effective inventory purchases with hardware suppliers.
- Built and cultivated client base throughout the US and internationally. Created new market outlets for pre-owned equipment from major manufacturers.
- Developed a product portfolio for distribution via website and mail.
- Developed and enhanced new manufacturer platforms to meet clients’ and market demands.
- Led and closed IT solutions ranging from 100K to 500K+.
- Trained sales staff in contract negotiation techniques and administrative reporting requirements.
- Developed reseller/VAR Networks to expand procurement opportunities for inventory.
- Analyzed market conditions to target customers and penetrate accounts. Sustained strong revenue gains despite a fiercely competitive and declining market.
0-5 years of experience
To drive and provide technical pre-sales, sales execution and post-sales support. Partner with the Account Management team and customer to facilitate a smooth pre-sales or migration process and sign-off for complex projects, and provide main point of contact for technical service escalation.
- Built and maintained business relationship with up to 4500 financial market data clients.
- Communicated with the customer through regular meetings/conference calls to review service quality, infrastructure requirements, system capacity, and maintain and drive mutually agreed project plans and issues lists.
- Researched high-level solutions for the customer, prepared network diagrams, and led technical discussions.
- Assisted in coordinating the completion of regulated compliance assessments, software/hardware upgrades, multiple product migrations and sales campaigns.
- Provided technical pre-sales assistance to 15-20 Account Managers in the sales process.
0-5 years of experience
Initiated and implemented Everest engagement strategy to broaden and deepen mobile ODMs validation expertise. This $1M, three year program increased technical support efficiency by 30%, led to more than 10 strategic collaborations showcased at Computex. Achieved recognition from multiple BUs in 2009.
- Identified and managed Microstar’s Extended Battery Life program. Led engineering support from global development teams. Recognition from Geo BU in 2010 for 30% increase in design wins.
- Conducted executive mobile technical reviews for OEMS (Samsung/LG/Nokia) and ODMs. Identified efficiency gap and followed-thru with action plans. Customer satisfaction increased 5-15% in 2 years.
- Communicated and coordinated contracts (e.g. Service Level Agreement, Non-Disclosure Agreements, and Statement of Work) with legal team members and partners/customers.
- Instructor for BU’s mandatory internal training: Asian Customer Etiquette, Know Your Customers.
- Sabbatical Coverage: customer/partnership marketing for EMEA/APAC, competitive analysis. Match-make customers with special go-to-market collaborations identified market threats and formulated strategy for mitigation.
0-5 years of experience
Effectively managed a growing territory in four states. Influenced executive management, procurement groups, and design engineers to develop new market demand circuit boards utilizing company products. Facilitated the implementation of inventory consignment programs, negotiated product specific pricing contracts, and monitored JIT levels. Supervised all aspects of branch activity including sales, warehouse, shipping and receiving.
- Grew from 7M to 13M in three years in market share conversions.
- Successfully launched a product conversion roadmap which identified a 5% cost saving on an $800,000 piece of business.
- Awarded the 2006 Chairman’s Award recipient
- Awarded the 2005 Pacothane salesperson of the year
- Awarded the 2006 Eastern region salesperson of the year
0-5 years of experience
Worked with key stakeholders in product management and executive teams to define strategy, roadmaps and requirements.
- Managed project deliverables collaborating heavily with business stakeholders and technical staff to deliver high-quality outcomes on time and on budget.
- Coordinated procurement activities and performance invoicing to ensure proper revenue generation, including statement of work documents.
- Assisting with the creation and implementation of standardized processes and improving existing methodologies.
- Troubleshooting, production items, and other technical projects or needs.
- Managed escalations for all project and program issues related to deliverables, schedule, budget, and resources; resolved project team conflicts, coached and mentored project team members.
- Managed relationships with over 30 of Accellion’s 100 Strategic Accounts.
6-10 years of experience
Worked with internal stakeholders to document system capabilities & limitations. Wrote the client facing Functional Specification for the Amazon Dropship Platform.
- Served as SME for the client integration team, & liaison to internal service teams.
- Provided ad-hoc reporting as requested by client or internal teams.
- Documented business rules and identified functional workflow requirements
- Identify and obtain appropriate resources, managed game day execution.
- Executed with no order loss and minimal customer impacts, Sales 2B annually.
0-5 years of experience
Client point-of-contact for day- to- day relationship management issues.
- Effectively resolved complex issues and collaborated with multiple departments and business partners for solutions.
- Managed delivery of multiple projects with both long and short timelines in budget and to specifications.
- Handled account setup and ongoing business reviews.
- Conducted training and maintenance on various ON24 products and platforms, as well as partner products and platforms.
- Resolved contract discrepancies, maintained full knowledge of contracts and billing on all accounts.
- Reported accurate forecasting for strategic accounts (booked/pipeline) and revenue on accounts to management.
0-5 years of experience
- Managed portfolio of [company name] Premier Support agreements of $1M+ for enterprise and mid-market customers in the Southeastern USA, including a high profile global account comprised of 21 countries
- Drove solution upselling through intentional services delivery planning in conjunction with the sales account team
- Ensured timely resolution of customer support cases, including critical situations, and engaged appropriate resources until achieving resolution
- Acted as a trusted advisor to customers and provided technical knowledge and/or researched problems as needed
- Proactively recommended services to reduce reactive incidents and helped align [company name]’s capabilities to support customer business initiatives
- Worked in conjunction with the customer to provide service delivery planning and ensure that planning is tailored to support the organization’s IT goals
- Served as project manager for implementations, migrations, and upgrades of [company name] technologies within the customer’s environment
0-5 years of experience
Responsible to multiple accounts as single point of contact for all technical needs and beyond as TAM
- Responsible for relationship building of 40+ accounts as SAM
- Designed and developed SAM Playbook
- Managed customer relationship by relaying current events, developments and solutions that fit the customers specific needs
- Compiled and delivered Quarterly Reports – took on project of integrating SAM/TAM report template
- Performed Gap Analysis periodically to show customers how to gain more out of their existing LANDesk investments
- Documented all customer communication including technical cases, proactive information and general wellness in SalesForce
0-5 years of experience
Provided support for many large fortune 500 companies with their Mobile Device Management needs (MDM).
- Designed, built and deployed large scale, highly available MDM Solutions for companies with as many 8000 devices spanning multiple continents. This was done through a variety of solutions including BlackBerry Enterprise Server, MobileIron, and McAfee’s EMM solution (Formerly TrustDigital).
- Provided 24 by 7 3rd level support for all our clients.
- Delivered metrics and trending reports for all of our Managed Services Clients.
- Provided in house training on multiple MDM Solutions and devices to reduce call escalations.
- Created and participated in interviewing process for new team members daily.
- Assumed responsibilities for all internal IT needs from the desktop to the data center
- Migrated internal Exchange infrastructure from 2003 to 2010 for 100 users and over 250 public folders.
0-5 years of experience
Managed software implementations, conversions and upgrades, and provided training and technical support to clients.
- Initiated kickoff and implementation meetings with clients. Created implementation plans.
- Resolved ASP related issues for the Citrix hosted client.
- Provided ongoing technical support to front-lined and high risk clients.
- Created internal documentation for conversions and new implementations for Technical Account Managers.
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
