Technical Account Manager

Position Type
Full Time
Customer success & support

The Technical Account Manager (TAM) is a customer-facing technical support, product advocacy and consultative role within Mitek. The TAM will be part of the Customer Success Team; they are responsible for the technical portion of the customer’s success, health and overall satisfaction, post-implementation. This role is differentiated from our Technical Support team by engaging with customers in strategic discussions, with the objective of positively impacting the results clients are getting from their technical integrations with Mitek’s products. 

What you will do

  • Become the resident technical/product expert, from monitoring customer’s product performance to debugging and troubleshooting, in addressing customer needs
  • Create and maintain strong relationships with customer key technical stakeholders by enabling quality delivery aligned to the customer’s business outcomes
  • Collaborate with the Customer Success team to achieve sustainable growth
  • Liaise between customers and Mitek regarding technical issues
  • Conduct regular technical calls with customers to precipitate questions becoming issues, provide guidance and troubleshoot
  • Post go-live customer-facing implementation/integration support
  • Engage with customers to support the implementation of new/expanded use cases, or to troubleshoot issues with existing use cases
  • Stay informed of Mitek's technical product changes and new features
  • Transfer that knowledge to current customers and support them in consuming the changes
  • Support customers through platform migrations due to EOL of legacy products
  • Communicate the progress to both internal and external stakeholders

Who you are

  • Strong communication skills and imaginative, bold thinking in all situations
  • Demonstrated success in influencing others
  • Displaying executive presence and confidence

What you need

  • IT or SaaS industry background, ideally with client-side and server-side service delivery
  • Experience in a customer-facing role
  • Experience in managing multiple stakeholders and projects  
  • Strong service delivery, time, project and priority management skills
  • Degree or equivalent in Computer Science, Engineering or equivalent
  • Experienced in SaaS operations and technical infrastructure
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