Technical Account Manager
We are looking for an individual who will play a dual role as a Technical Account Manager (TAM) and support agent on the NVIDIA Enterprise Experience (NVEX) team.
In this role, we are looking for a tech savvy professional who can act as a technical account manager for specific customers.
The TAM will be responsible for the overall program management and orchestration of key customers’ cases, diving deep to understand their technical needs and issues, and being key customers’ overall NVIDIA Enterprise Support partner.
You must be results driven and able to explain technical details and requirements to a non-technical audience. You will provide a personal touch to our most important customer accounts.
You will need to be able to understand the details for each customer setup and the configuration to be able to meet their business needs.
You will triage customer issues, keep them up and running, and maintain great customer relationships.
You will also be using your expertise to support our customers and be working closely with
engineering to resolve the issues. You will be using your expert communication skills, working closely with our customers and engineers, partners, and other members of the NVIDIA team to understand, explain and resolve issues.
You will provide a partnership to our customers throughout the process. You will also be working with customers outside of your specific accounts in order to help them as well.
We want broad use of your talents to help other customers as needed.
What you'll be doing :
Providing close relationships and communication to key customers. You’ll be acting as a technical account manager, managing the communication with them and the rest of the NVIDIA team and driving their issues to resolution.
Analyze customer’s needs, provide periodic health checks and suggest upgrades and features to meet their business needs.
Help to identify solutions to improve performance and up-time. Provide feedback to the NVIDIA team based on customer’s feedback to help identify new enhancements needed.
Provide direct support to our NVIDIA Enterprise customers and work to answer questions, reproduce, resolve, or escalate customer issuesTrack, file new bugs and reproduce customer issuesTake ownership and drive customer issues from inception to resolutionDocument customer interactions and better enhance our knowledge baseActively work with customers and develop internal relationships to bring to bear NVIDIA's internal expertiseParticipate in the creation, maintenance and versioning of documentation related to enterprise support processes, procedures and associated guidelines.
Administer CRM systems and provide metrics and reports in order to better develop close relationships with dedicated customer contacts and learn their requirements and business needs
What we need to see :
Minimum of a B.Tech or B.E in Computer Science, Electronics Engineering, Computer Engineering, or relatedYou'll bring at least 10+ years’ experience in areas like customer facing, program management and system engineering / QA / technical supportExperience of directly managing large enterprise customers in the role of program management / account managementDetail oriented with proven ability to multitask in a fast moving environment with shifting prioritiesAble to think strategically and tactically and to build consensus to make programs successful.
Proactive, responsive and keen on process enhancementProfessional-level communication skills, including ability to adjust communication to technical level of audience, and stay calm and focused in negative situationsExcellent follow-up and organizational skills, with a passion for solving customer problems
With competitive salaries and a generous benefits package, we are widely considered to be one of the technology world’s most desirable employers.
We have some of the most brilliant and talented people in the world working for us and, due to unprecedented growth, our elite engineering teams are rapidly growing.
If you're a creative and autonomous engineer with a real passion for technology, we want to hear from you.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status