Technical Account Manager - Commerce Cloud

Employer
Demandware
Location
Washington, DC
Posted
Mar 20, 2017
Closes
Mar 21, 2017
Function
Accountant, IT
Industry
Other
Hours
Full Time
The Technical Account Manager is a post-launch role within the Customer Support Organization assigned to one or more large enterprise accounts. They are responsible for proactively monitoring the technical aspects and overall health of the client environment. They are the Commerce Cloud subject matter expert on their assigned account's technical configuration, as well as near and longer term plans for enhancements or expansion. They are responsible for assisting with the triage and management of critical issues, for monitoring platform performance, and guiding each account in the adoption and planning of platform, configuration or site changes. The Technical Account Manager will create long-term relationships with their customers, developing a deep technical understanding of their Comerce Cloud implementation. The TAM will also monitor the delivery of technical support for assigned customers and oversee the resolution of unexpected issues, working with the Commerce Cloud customer support team and providing the appropriate business and technical context to ensure resolution. Responsibilities Function as the Commerce Cloud Subject Matter Expert (SME) for the technical configuration of a small portfolio of large enterprise accounts Develop relationships with key stakeholders and site owners & administrators within assigned accounts and act as client advocate for the overall technical health and support of their Commerce Cloud environment; Conduct checkpoint calls with clients in advance of and following Demandware releases to coordinate the smooth adoption of updates Work closely with clients to understand promotional cycles and other events that drive traffic to the site, including holiday/peak calendar rhythms. Assist with tactical planning, coordination, and support for peak periods and promotional events, including load & performance testing, configuration and tuning. Assist with the triage and management of critical and escalated issues; Coordinate technical resources on production related escalations Hold monthly meetings with clients to review open technical issues, schedules for site changes, enhancements, new sites, and major updates/upgrades to external systems integrated to their Comnmerce Cloud sites. Support clients with on-boarding plans for technical resources; including operations, admin and troubleshooting roles. Provide guidance on training, coaching and mentoring of client's technical team. Responsible for the coordination of cross-functional resources (from Support, Engineering, Client Services) to support clients with the resolution of various platform issues, including platform efficiency, stability and governance issues. Coordinate and work closely with the Commerce Cloud Customer Success Manager to ensure tight coordination and alignment on all aspects of account management and communication. Qualification Support, Technical Project Management,Account Management or Consulting/Professional Services Ability to prioritize, multi-task and perform effectively under pressure Experience with cloud computing technologies; SOA, application servers, middleware, enterprise application integrations, databases, security, performance & scalability - ideally in eCommerce or similar applications (ERP, CRM) in a SaaS environment Experienced with providing consulting or support to large scale, enterprise level accounts with technically complex configurations and high volumes of transactions/load Previous experience as a hands-on technologist preferred - in a Solution Architect or Technical Support Engineer role Experience with Demandware Commerce preferred Ability to effectively lead efforts to manage complex customer requests and escalations within a cross-functional team Strong communication skills with demonstrated ability to effectively communicate and influence at all levels of an organization, including executive level BS/BA Degree (or equivalent)