Key Account Manager managing Coop account while driving category growth and executing commercial initiatives at Perfetti Van Melle.
About the role
- Director Technical Account Manager for ACI's Technical Account Management function. Leading a team to improve operational stability and drive customer retention and expansion.
Responsibilities
- Own the Technical Account Management strategy, operating model, and success metrics across assigned customer segments.
- Define and implement account segmentation, TAM coverage models, and engagement standards aligned to customer value and contractual commitments.
- Drive, in conjunction with partner organizations, long‑term customer success, loyalty, and advocacy by ensuring customers realize full value from ACI solutions and services.
- Implement and socialize internal success metrics with the business
- Ensure TAM resource consumption is governed, measurable, and aligned to contractual terms and customer value.
- Lead, develop, and inspire an AI first, high‑performing Technical Account Management team, fostering a culture of accountability, technical excellence, and customer advocacy.
- Establish performance expectations, coaching plans, and development paths for TAMs, balancing technical depth with customer‑facing skills.
- Promote cross‑functional collaboration across Product, Engineering, Operations, HELP24, Services, Sales, and Customer Success teams.
- Ensure TAMs provide day‑to‑day technical account ownership, acting as the central liaison between customers and internal ACI teams.
- Oversee proactive management of production environments, including active oversight of H24 cases, escalations, and SLA adherence.
- Establish clear escalation paths, communication standards, and expectation‑setting practices during incidents and operational events.
- Ensure consistent technical governance for releases, mandates, and operational changes impacting customers.
- Act as the internal voice of the customer, influencing continuous improvement initiatives that enhance service quality and customer experience.
- Align with Product Management and Engineering to surface systemic issues, recurring defects, and enhancement opportunities identified through TAM engagement.
- Standardize TAM processes, tooling, and reporting to ensure consistency and scalability across the organization.
- Ensure adherence to ACI policies, methodologies, contractual obligations, and the ACI Code of Business Conduct and Ethics.
- Perform other duties as assigned in support of business objectives.
Requirements
- Bachelor’s degree in Business, Technology, or equivalent professional experience
- 7+ years of leadership experience in customer‑facing technical services, customer success, or enterprise software environments
- Proven experience managing enterprise customer relationships, technical escalations, and complex operational environments including SaaS and on-premises environments
- Strong understanding of recurring revenue models, professional services delivery, and premium support offerings
- Demonstrated ability to manage budgets, utilization, and cross‑functional resources
- Excellent leadership, communication, and executive‑level stakeholder management skills.
Benefits
- Opportunities for growth
- Career development
- Competitive compensation and benefits package
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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