Technical Account Manager (TAM) – Perfecto

Perforce develops DevOps tools that improve software quality and security as well as team productivity for several of the world’s leading companies, such as PIXAR, CD Projekt Red, NASA, Verizon, Honda, NVIDIA.

Position Summary:

Perfecto (www.perfecto.io) is the most trusted platform for testing web and mobile apps. Test faster, test smarter and test continuously with Perfecto’s AI-driven, end-to-end testing platform. The world’s leading digital Enterprises reply on Perfecto to reach their DevOps goals by making continuous testing a reality.

Technical Account Managers (TAMs) own the technical health and success of Perfecto.  The TAM leverages technical and business expertise to build relationships and leading customers to improved efficiency and dollar savings.  Your responsibilities will include guiding customers in comprehending product functionality, aiding in deployment, monitoring progress, relaying feedback to our internal teams, eliminating technical risk, ensuring renewal success, and identifying opportunities for expanding product utilization within the customer base.

Responsibilities:

• Demonstrate adeptness in verbal and written communication, adapting content for diverse stakeholder levels.
• A collaborative and team-focused mindset
• Enjoys working with customers and takes personal pride and ownership to make them successful
• Passionate about problem solving and has a background that includes debugging and troubleshooting
• Remain composed and constructive while overcoming challenging situations.
• Champion customer interests and product quality within the development and product management domain.
• Responsible for ensuring customers are fully adopting and expanding utilization of Perfecto
• Nurture robust customer relationships, especially with vital customer stakeholders and sponsors.
• Facilitate the onboarding of new customers.
• Attain a deep understanding of the customer’s technical landscape and product utilization.
• Enhance support capabilities by documenting customer environments, plans, and modifications.
• Continuously identify potential customer needs to drive increased Perfecto utilization, highlighting technical obstacles as well as upsell opportunities.
• Offer guidance during customers’ adoption of new features or transitions to updated versions.
• Continually identify potential customer requirements to increase their use of Perfecto, flagging technical blockers representing technical risks as well as upsell opportunities
• Advocate for customers by prioritizing cases, addressing bugs and feature requests, and effectively translating customer input into actionable insights for Perforce.
• Manage account escalations, assess customer technical risks, collaborate on mitigation plans, and coordinate technical escalations with R&D and support teams.
• Monitor and report on case, testing, and stability metrics.
• Identify and escalate customer concerns or improvement suggestions.
• Collaborate with R&D and Support to aid in investigating customer issues.
• Develop training resources and deliver training to the Perfecto Technical Teams.

Requirements:

• An Undergraduate in Computer Science/IT/Engineering or equivalent gained elsewhere.
• 3+ years of experience in a similar field and/or deployment role.
• Proven ability to manage intricate, multi-organizational projects.
• High organization ability: able to work and follow processes by instructions and methods
• Very strong communication (oral and written), interpersonal and presentation skills
• Familiarity with at least one programming language.
• Proficiency in CI / Automation Technologies such as Appium, Cypress, Webdriver.IO, Protractor, Jenkins, Maven, TestNG.
• Experience with Networking.
• Technical Support experience is preferred.
• Interest or experience in Mobile Phones is a plus.
• Display empathy in customer interactions.