What are the responsibilities and job description for the Technical Account Manager position at Cypress HCM?
Job Details
- Technical Account Manager
- Location: Lehi, UT 84043 (Preferred location) Chicago, IL 60611 (Secondary location)
- Duration: 10/05/2026 - 04/05/2027 (Contract)
- Team: USA TAM Resource
- Technical Account Managers (TAM) build, develop, and maintain one-on-one relationships with premier customers to maintain operational health and drive adoption of the Experience Cloud solutions.
- Serve as a primary technical contact for multiple customers, understanding their technical and business requirements to anticipate issues, mitigate risk, and maximize customer value.
- Work hands-on to resolve technical challenges, supervise day-to-day operational needs, and coordinate across teams to improve customer health and outcomes.
- Be a central point of contact while ensuring high levels of customer satisfaction for assigned customer accounts
- Maintain regular communication with external and internal teams, handling customer expectations
- Engage with Director and VP-level executives to translate business needs into technical and operational plans
- Work hands-on with Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, and Consulting to address issues and requests
- Provide detailed reviews of service disruptions, metrics, and detailed prelaunch planning
- Analyze and present impactful data and insight to leadership
- Demonstrate knowledge of customers’ environments to assist service teams
- Serve as first point of contact for critical technical issues and coordinate resolutions with services, sales, and product teams
- Ensure timely response and resolution to technical and product outstanding items
- Assess and document customers’ technical environment to reveal ongoing insight and improvement opportunities
- Recommend how new and existing features fit within customers’ environments and supply standard methodologies and guidance
- Participate in customer-requested meetings and quarterly business reviews (on-site and remotely)
- Participate in project-based architectural and design discussions to ensure optimal solutions
- Provide proactive status updates and host periodic checkpoint and status calls with customer and internal partners
- Identify enablement goals and plans and continually develop both technical and soft skills; assist in mentoring team members as needed
- Bachelor’s Degree in related field or equivalent experience
- At least five years of full-time experience in consultative, customer support and/or related role in marketing technology
- Exceptional customer experience (CX) focus and abilities
- Demonstrable ability to adapt to new technologies and learn quickly
- Demonstrated presentation skills, comfortable on the phone and in front of audiences
- Professional demeanor and ability to collaborate with and lead diverse teams, communicating with managers, directors, and VPs including CMOs and CXOs
- Excellent advanced written and verbal communication skills
- Strong conflict resolution and negotiation skills
- Sense of urgency in driving closure around blocking issues and open technical issues
- Strong personal organization, prioritization, and time management skills
- Ability to manage multiple, complex, high-priority tasks across multiple accounts
- Excellent problem-solving skills with ability to identify and resolve issues using peers and internal resources
- Travel to client locations possible (approximately 15% to 20%)
- Familiarity with development methodologies and technologies such as JavaScript, jQuery, Java, JSP; HTML/HTML5/XHTML/CSS; REST, XML, J2EE Application Services, Database Technologies, LDAP, OSGi
- Tagging and implementation familiarity or experience
- Analysis principles and interpretation experience
- Understanding of marketing software and domain principles
- Familiarity with Agile development methodologies such as Scrum
- Familiarity with SaaS UX and navigation
- Understanding of performance tuning, optimization, and debugging coding languages
- API level knowledge of third-party applications is a plus
- Comprehension or experience with a wide range of operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations
- 1 to 2 years of experience and familiarity with Adobe Experience Manager (AEM)
- Pay Rate: $54.92/hour
Salary : $55