(Senior) Technical Account Manager - New York City Area

As a (Senior) Technical Account Manager US you will be part of our Global Customer Experience Team and the primary customer-facing support for clients in the East Coast region. This means you'll be independently responsible for managing small to mid-sized customer accounts from a technical point of view.

Further, you'll work very closely to the Account Executives in your region to support in pre-sales opportunity discussions, lead product demonstrations, and drive after-sales efforts such as trainings. Finally, please expect to play a large hand in ultimately driving customer satisfaction and success at NavVis!

Drawing on your technical background, we expect you to develop a deep understanding of our solution (a technology platform built around our software stack which includes hardware for capturing data (dynamic wearable device NavVis VLX) as well as software (our IVION web browser for the 3D visualization, and point clouds of mapped spaces.)) This will allow you to put NavVis in context for our customers. You might be leading a conversation on the current tech trends in the industry or answering a range of questions from customers or providing implementation tips, depending on our customer's needs.

Sound interesting? Please apply today to join our global team!

YOU WILL WORK ON

• Maintaining active relationships with key accounts, building rapport and understanding their business needs and synthesizing these needs to communicate internally to a range of stakeholders
• Conducting regular activities (calls, service reviews, etc.) defined for high-touch support
• Driving onboarding process and ensuring successful support in early adoption phases
• Monitoring issues submitted to Support and assisting with triage or initial response as needed
• Effectively identifying common issues or questions and using these to drive training plans or documentation in partnership with our User Education team
• Serving as a point of contact for escalating issues, both internally and externally, driving collaboration and communication to resolve them
• Facilitating interactions between customers and our Solution Engineers, which may include written responses, in-person visits, or calls
• Proactively identifying opportunities to increase adoption or grow usage in assigned accounts
• Tracking and reporting on key account health metrics plus driving any changes needed
• Communicating effectively at all levels of the organization, keeping stakeholders informed and effectively delivering high-touch support
• Collaborating well and growing cross-functional and client relationships

YOU HAVE

• A technical background and deep interest in new HW & SW technologies
• Great client hands and people skills
• Strong listening and communication skills
• Fantastic internal collaboration skills
• Fluent English
• Work authorization for the US
• Based in the NYC area