Technical Account Manager

Job Description Summary

Fournit une expertise en matière de succès client durable et de croissance du cycle de vie du client après-vente par le biais de la formation, des services professionnels, du support technique, des renouvellements, de l'obtention des résultats, de la rétention, de l'expansion et de la promotion client axée sur le numérique. Exerce un impact sur les approches, projets et programmes du domaine fonctionnel ou de l'organisation et des méthodes de travail affectées. Influe sur la qualité, l'efficacité et l'efficience de sa propre équipe. Contribue significativement à l'élaboration des priorités. Se fonde sur des pratiques et des politiques professionnelles façonnées par le rôle. Le rôle dispose d'une autonomie modérée, nécessitant un haut niveau de discernement opérationnel.

Job Description

Key Responsibilities:

• Technical Leadership: Provide strategic and tactical technical guidance to help customers maximize product value, plan for scalability, and adopt best practices. Deliver high value support to execute contractual requirements.
• Cross-functional Collaboration: Work closely with engineering, services, product and sales teams to ensure a coordinated response to customer needs and feedback.
• Technical Road mapping: Collaborate with customers to align product capabilities with their business goals, identifying integration opportunities and upcoming needs.
• Customer Relationship Management: Serve as the primary technical point of contact for assigned utility accounts, building deep and trusted relationships with customer technical teams, project managers, and stakeholders. Provides account management for Premier Support and escalated accounts. Has primary ownership to develop and drive action plans to accelerate issue resolution, maintain customer communication, and advocate for the customer to ensure successful implementation and operation of GE Vernova grid software solutions. Experience managing enterprise customers in Advanced Distribution Management and Energy Management Systems (EMS) required.
• Issue Prioritization & Escalation: Proactively triage, track and prioritize customer issues based on business impact and urgency. Act as the customer advocate within internal teams to ensure timely resolution. Provide issue resolution to complex cases where deep technical expertise is required.
• Reporting & Communication: Regularly provide account health updates, root cause analysis of major incidents and progress on open items.
• Continuous Improvement: Identify trends and recurring issues, recommending systemic solutions or product enhancements.

• BS/BA in Computer Systems, Information Technology, Electrical Engineering or related technical degree
• ADMS/AEMS technical knowledge
• 8 years of experience managing customer relationships and case management
• Proven track record of problem analysis, identification and resolution
• Ability to work independently with passionate productivity
• Ability to learn and interpret customer issues
• Strong troubleshooting & debugging skills
• Excellent communication skills (verbal and written)
• MS office applications (Word, PowerPoint, Excel) and MS Outlook competency
• Occasional travel may be required

• Experience working for a utility/energy company
• MS Computer Systems, Information Technology or Electrical Engineering
• Ability to develop and execute priorities
• Bring balance of broad perspective and specialized skills to resolve functional issues
• Ability to analyze technical processes
• Ability to make quick decisions to adapt to any situation
• Quality awareness and ability to identify future failures, defects, and problems
• Structured work methods and analytical skills
• Strong oral, written and presentation communication skills
• Strong interpersonal and leadership skills