Overview:
Quest Software is a global leader in IT solutions, empowering organizations to simplify and modernize their technology environments. Our portfolio includes industry-leading solutions in Data Governance, AI Readiness, and Database Management, helping enterprises optimize data management, and regulatory compliance.
As we continue to expand our offerings, we are seeking a Premier Techanical Account Manager in the Panama. *This is a Panama Remote role
The Premier Technical Account Manager serves as a trusted technical advisor to our Premier-tier customers, maximizing the value of their investments by driving adoption, ensuring success, and collaborating with internal teams to resolve operational issues and achieve business goals.
Responsibilities:
- Relationship Management: Builds and nurtures strong customer relationships, serving as the primary point of contact and deeply understanding customer business objectives and challenges.
- Customer Advocacy and Satisfaction: Acts as the customer’s advocate within Quest, coordinating with internal teams [Support, R&D, Product, Sales, Customer Success] to resolve issues and escalate critical matters to ensure customer satisfaction.
- Maximize Value: Drives customer success with Premier-tier solutions, maximizing their utilization and value to enhance customer retention.
- Communication & Reporting: Delivers regular updates to customers and prepares comprehensive reports on customer success initiatives and outcomes.
- Proactive Engagement: Engages proactively with customers through regular reviews and touchpoints, monitors customer health, and addresses potential issues. Analyzes support cases and interactions to identify trends and develop training plans.
- Onboarding and Training: Leads the onboarding process, ensuring successful implementation of solutions and skills enablement.
- Problem Management: Leads problem management efforts, including root cause analysis and implementation of preventive measures.
- Business Reviews: Participates in Quarterly Business Reviews [QBRs], focusing on technical performance, service levels, and usage metrics.
Qualifications:
- Experience: 3-5 years of experience managing enterprise-level customer relationships in a technical role (e.g., Customer Success, Customer Support, Account Management) or a related field.
- Communication Skills and Technical Acumen: Excellent written and verbal communication skills, with the ability to present technical information clearly and concisely to both technical and non-technical stakeholders.
- Organizational Skills: Highly organized and detail-oriented, with the ability to manage multiple priorities and customers simultaneously.
- Problem-Solving Skills: Strong analytical and problem-solving abilities, with the capability to handle challenging situations professionally.
- Collaboration Skills: Proven ability to collaborate effectively with diverse teams and roles.
- Proactive Mindset: Results-oriented with a strong focus on continuous improvement.
- Flexible Hours: Willingness to work flexible hours as required.
- Languages: English (fluent)
- Project Management Experience: Proven experience in project management, with effective prioritizing and documentation skills.
COMPANY DESCRIPTION
At Quest, we create and manage the software that makes the benefits of new technology real. Companies turn to us to manage, modernize and secure their business, from on-prem to in-cloud, from the heart of the network to the vulnerable endpoints. From complex challenges like Active Directory management and Office 365 migration, to database and systems management, to redefining security, and hundreds of needs in between, we help you conquer your next challenge now.
We’re not the company that makes big promises. We’re the company that fulfills them.
We’re Quest: Where Next Meets Now.
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