A technical account manager communicates directly with customers and company employees to ensure that service quality standards are met on a regular basis. This position typically entails facilitating interdepartmental communication and resolving account issues. Daily tasks may include coordinating staff and company resources to solve problems and prevent them from recurring, as well as implementing and training employees on new company policies and procedures. Many people work as supervisors and only intervene when customer expectations aren’t met.
A technical account manager position is frequently filled from within the organization. Someone who is well-versed in the company’s policies and procedures is more likely to act in the company’s best interests. Managers who have worked in a variety of account and customer service situations are ideal candidates for this position. Given the responsibilities of handling a wide variety of accounts and personnel concerns, loyalty to the company and its values is an important trait in someone. Leaders who seek out innovative solutions to increase stability are frequently the best managers.
Individuals in this position may be asked to assess an employee’s performance or the viability of a customer relationship. It’s not uncommon for a manager to be assigned an account that isn’t performing as well as it should. He or she typically investigates the extent of a problem reviewing the actions taken previous employees who handled the account, and some seek direct feedback from customers. The manager usually comes to a decision based on personal experience and the company’s best interests.
Technical account managers’ job descriptions may change on a daily basis. Taking the same approach to every account problem and customer concern almost always leads to failure, so a successful manager must learn to treat each situation differently and learn from their own and others’ past mistakes. Employees and their clients are frequently confronted with real-world situations if they rely solely on the information contained in an account. Changing things for the betterment of everyone involved frequently necessitates an open mind and a desire to improve.
Some managers are tasked with producing detailed reports that show how decisions and policy changes have impacted the accounts they manage. This person’s organizational and analytical skills enable him or her to assess his or her own performance and make better decisions in the future.