Aderant is seeking a Lead Technical Account Manager.

Aderant is a global industry leading software company providing comprehensive business management solutions for law firms and other professional services organizations with a mission to help them run a better business. We are motivated by a collective desire to drive the legal industry to the forefront of innovation. With over 2,500 clients around the world, including 95 of the top AmLaw 100 firms, we are changing the outside perception of the legal sphere; where there was once resistance to modernization, we are creating a culture that embraces new ideas and technology.

At Aderant, the “A” is more than just a letter. It is a representation of how we fulfill our foundational purpose, serving our clients. It embodies our core values and reminds us that to achieve success, every day must start with the “A”. We bring the “A” to life by fostering a culture of innovation, collaboration, and personal growth. We encourage our diverse teams to bring their whole selves to work – ideas, experience, and passion – to drive our mission forward. Our people are our strength.

The Technical Account Manager (TAM) is a critical role within our organization, tasked with establishing the technical account management function and building a dedicated team. The TAM will be responsible for driving customer satisfaction via service optimization and overseeing critical support to our strategic client.

• Bachelor’s degree in computer science or relevant field.
• 5+ years' experience working with clients as a Technical Account Manager.
• Excellent general technical skills for troubleshooting software issues, networking issues, database issues, web issues, and related.
• Good problem-solving abilities and logic skills.
• Candidates for this position should be familiar with SQL, experience with relational databases, Windows Operating Systems, and web applications.
• Ability to work collaboratively with internal teams to achieve client success.
• Excellent writing, editing, interpersonal and communications skills.
• Basic knowledge of Legal environments, not required, but are a plus.
• Some travel may be required.

Establishing the Technical Account Management Function

• Develop and implement a comprehensive strategy for the technical account management function.
• Define roles, responsibilities, and processes to ensure efficient and effective service delivery.
• Create a framework for tracking and measuring customer satisfaction and success.
• Identify and implement best practices for technical account management.

Building and Leading the Team

• Recruit and train a team of skilled Technical Account Managers.
• Provide ongoing coaching, mentorship, and professional development opportunities.
• Set clear performance expectations and regularly assess team performance.
• Foster a collaborative and high-performance team culture.

Customer Relationship Management

• Serve as the primary technical point of contact for key accounts.
• Develop and maintain strong relationships with customers' technical teams and stakeholders.
• Understand customers' business objectives and technical requirements.
• Proactively identify and manage the resolution of technical issues and challenges.
• Ensure customers are leveraging our products effectively to achieve their goals.

Technical Expertise and Support

• Provide expert guidance on the optimization of our products.
• Conduct technical reviews and assessments to identify areas for improvement.
• Collaborate with internal teams, including product development and engineering, to address customer needs and feedback.

Customer Success and Satisfaction

• Monitor and report on key metrics related to customer success and satisfaction.
• Develop and execute customer success plans tailored to each account.
• Ensure timely and effective resolution of customer issues and concerns.