Technical Account Manager (Reliance)

Job Description Summary

We are seeking an experienced and highly motivated Technical Account Manager (TAM) - Reliance to join our team, focusing on technical relationships with North America utility customers using our Reliance software. This role requires a strong technical background, excellent communication skills and the ability to lead complex issue resolution and drive value from our products and services. The ideal candidate will act as a trusted advisor, ensuring customer success through proactive technical guidance, escalation management, and prioritization of critical issues.

Job Description

Roles and Responsibilities

• 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 Energy Management Systems (EMS) required.
• 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.
• 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.
• Technical Road mapping: Collaborate with customers to align product capabilities with their business goals, identifying integration opportunities and upcoming needs.
• Cross-functional Collaboration: Work closely with engineering, services, product and sales teams to ensure a coordinated response to customer needs and feedback.
• 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.

• Master's degree from an accredited university or college (or a high school diploma / GED with at least 8 years of experience in Job Family Group(s)/Function(s)).
• 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

• Strong oral and written communication skills.
• Reliance (Formerly known as XA/21) experience
• 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