Technical Account Manager (27 Mar 2023) Page 1 of 2
Job Title: Technical Account Manager Departments: CSD, Consulting Practices, PSG Business Units: Varies Team: Varies Location: Varies Reports to: Team Leader or Manager FLSA Status (US): Exempt Date: March 27, 2023 POSITION SUMMARY
The Technical Account Manager (TAM) provides specialized technical support and guidance to help clients achieve success with Yardi products. The TAM is responsible for software implementation, configuration, and deployment; consulting and advising clients on product features and best practices; analyzing operational needs; providing strategic, customized solutions; and identifying and resolving software application issues. The TAM utilizes substantive product knowledge to handle escalated product issues, effectively collaborate with internal teams, and identify opportunities for assigned clients.
ESSENTIAL RESPONSIBILITIES
• Uses independent judgment to advise clients, institute best practices, and foster the successful application of Yardi products.
• Consults with and directs software end-users on the day-to-day operation of system software, including financial reporting, accounting, and daily business operations.
• Serves as a knowledge resource and escalation point for one or more user applications; effectively troubleshoots relatively complex cases; shares product knowledge with team members.
• Independently de-escalates and corrects client cases within current product functionality.
• Uses substantive knowledge of assigned product to identify ongoing application system issues; initiates the communication of revisions and best practices.
• Performs product implementation and conversion services for assigned clients; analyzes and interprets client operational needs and determines initial system configuration accordingly.
• Performs data mapping and conversion, user training, and other services to ensure successful software deployment.
• Performs system and business process reviews to identify inefficient processes; makes sound recommendations on achieving productivity gains through Yardi software.
• Manages continued software integrations, maintenance, and updates in collaboration with clients.
• Researches, analyzes, and resolves software functionality and reporting problems for clients; identifies when client issues require escalation and determines the appropriate support resources for problem resolution.
• Evaluates company resources and software functionality to successfully prioritize client requests; recommends ancillary products and services that align with business and operational needs and goals.
• Builds strong relationship with client single point of contact (SPOC), anticipates follow-up questions and client challenges, and actively seeks opportunities to learn more about clients and their businesses.
• Collaborates with internal teams to meet client needs, maintain high-level customer service, and coordinate multi-product client implementations.
• Maintains expert-level product knowledge; takes the initiative to understand the full capability of software functions and product offerings.
Technical Account Manager (27 Mar 2023) Page 2 of 2
EDUCATION/QUALIFICATIONS/EXPERIENCE
• Bachelor’s Degree in Business, Finance, Math, or Computer/Engineering Sciences; or an equivalent combination of education and experience
• Two (2) years of technical or client support experience
• Advanced knowledge of Yardi domain or significant experience in relevant industry
• Demonstrated ability to independently manage and resolve client issues and requests
DESIRED EDUCATION/QUALIFICATIONS/EXPERIENCE
• Ability to configure and manage networks and peripherals
• Experience with HTML/Cloud Services
REQUIRED SKILLS/ABILITIES
• Advanced technical and product knowledge of one or more Yardi software products
• Knowledge of accounting practices
• Understanding of the property management or relevant Yardi supported industry and industry best practices
• Competence in one or more of the following areas: Microsoft operating and network system operation, relational databases, or SQL/Oracle language
• Independent, sound decision making, critical thinking, and problem-solving skills
• Proven time management and organization skills
• Excellent written and oral communication skills
• Client-centered commitment and focus
• Excellent interpersonal skills
• Ability to meet critical deadlines and prioritize multiple tasks in a fast-paced environment
• Collegial, team-oriented disposition with the ability to establish cooperative working relationships with all levels of employees and clients
• Proficiency in Microsoft 365 desktop applications
WORKING ENVIRONMENT/PHYSICAL DEMANDS
• Ability to work at assigned office location
• Schedule flexibility to support superlative customer service in response to client needs
• Attend meetings and perform tasks for extended periods on a computer
• Regular attendance and a regular work schedule are essential functions of this job
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Moderate Noise (example: cubicle environment, business office with printers/copiers, light traffic). Ability to lift up to 10 lbs.
The employee is expected to adhere to all company policies and to act as a role model in adhering to all company policies. This job description is intended to describe the general nature and level of work involved for this position. It is not an exhaustive list of the responsibilities, duties, and skills that are or may be required.