New York

Technical Account Manager

Job description          

WalkMe pioneered the Digital Adoption Platform (DAP) to transform the user experience in today’s overwhelming digital world. Using artificial intelligence, analytics, engagement, guidance, and automation, WalkMe’s transparent overlay assists users to complete tasks easily within any enterprise software, mobile application or website.
As a Technical Account Manager at WalkMe, you will be the primary technical advisor and advocate for key accounts as a member of the Account Team. Your responsibility will be to anticipate and consult on deployment, integration, and solution delivery on a variety of complex organizations and technical environments (e.g. Fintech, Healthcare, Government).
You'll be Partnered with an Account Manager, your time will be split between customer discovery calls, internal planning on behalf of customer delivery and value realization, product management and engineering meetings to represent customer requirements and requests, and incident management discussions and de-escalation meetings with senior leadership.
The TAM excels in an amorphous and multithreaded environment structuring chaotic needs into a comprehensive account and execution plan. You must demonstrate and be excited about ad-hoc responsibilities and acting as a focal point for executive leadership for technical direction and incident management. WHAT YOU'LL OWN Principal technical advisor and advocate for key accounts to own complex deployment, integration, and long-term technical continuity. Drive strategic technical direction to plan and advise on solutions, integrations for customers seeking to enable their organization’s digital adoption with WalkMe Build close relationships with customers as part of the account team to help empower customers to realize the value of WalkMe Anticipate customers’ technical risks and opportunities to ensure long term success with WalkMe Product expert and escalation point for internal delivery teams and customers to manage and facilitate a resolution for technical incidents and issues Drive discussions with senior leadership regarding incidents and risk management Work side by side with Sales and Account Management teams to anticipate customers’ technical risks and opportunities to ensure long-term success with WalkMe Align closely with Engineering and Product Management to realize strategic account’s value in conjunction with product supremacy roadmap WHAT YOU NEED TO SUCCEED 5+ years’ experience in a technical, customer facing role including solution delivery, integration, and active involvement in incident management Experience working as a client advocate Experience in SaaS integration, deployment Excellent analytical, troubleshooting, and problem solving skills Ability to work with globally distributed teams History of consultative delivery environment where customers look for your professional opinion Ability to read a room and adjust communication style based on the audience and situation Experience in and working with client IT professionals (network, proxy, packaging, deployment) Familiarity with SaaS and on premise (or otherwise externally hosted) solutions Experience with ad-hoc responsibilities and prioritize customer delivery Experience communicating with executive-level at Fortune 500 companies Experience with WalkMe WHAT YOU'LL LOVE ABOUT US Full health coverage for employees, WalkMe pays 100% of employee premiums and 50% of family premiums and has a generous vacation policy to encourage a healthy work-life balance. Weekly themed happy hours every Friday and catered lunch to promote community within a casual office environment. Series F startup with $40 million raised in our last round Ranked in the top 50 on USA Today’s best places to work with brightest futures and Ranked in the top 50 on Forbes Cloud 100 list along with other numerous accolades, just check out our webpage! Our product is used internationally by companies like Hulu, Amazon, PayPal, Microsoft, Airbnb, Zoura, Adobe and more! WalkMe is proud to be an Equal Employment Opportunity Employer. WalkMe does not discriminate on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other protected characteristic. TO ALL RECRUITMENT AGENCIES: WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.
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