Technical Account Manager FED (TAM)

As a Technical Account Manager (TAM) at Forward Networks, your primary responsibilities include developing and maintaining strong relationships with our customers, driving product adoption, and ensuring clients achieve their business goals with our Forward Enterprise platform. You'll also lead onboarding and training processes, act as the voice of the customer for our product teams, and provide insightful health monitoring and reporting.

To qualify for the Technical Account Manager role at Forward Networks, candidates should hold a Bachelor’s degree in business or Information Technology, along with at least 5 years of experience in technical account management or customer success within the technology industry. A strong understanding of how to leverage technology to solve business challenges and excellent communication skills are essential for success in this role.

At Forward Networks, success for a Technical Account Manager is defined by the ability to drive customer satisfaction and retention while achieving product adoption goals. You will be expected to regularly assess customer health metrics and develop success plans to ensure clients fully realize the value of the Forward Enterprise platform. Achieving this will contribute significantly to account growth and expansion opportunities.

The onboarding process for new customers at Forward Networks is led by the Technical Account Manager and involves delivering comprehensive training sessions that familiarize clients with the Forward Enterprise platform. This training equips customers with the necessary knowledge and resources to navigate the platform effectively and aligns closely with their specific business goals.

The Technical Account Manager position at Forward Networks may require occasional travel to meet with customers or to support their needs. This travel is integral in building strong relationships, understanding customer environments, and providing tailored assistance as needed.

In responding to this question, highlight how you have built and maintained relationships with clients in past roles. Provide specific examples of how you acted as a trusted advisor, addressing customer needs, and driving their success with technology. Emphasize your communication skills and ability to understand business requirements.

Discuss your strategies for encouraging product adoption, such as providing tailored training sessions and developing customer success plans. Mention how you assess client health metrics and involve them in the feedback loop to refine our approach continuously. Use examples from previous roles to illustrate your impact on adoption rates.

Describe a step-by-step approach to onboarding that encompasses initial training, ensuring comprehension of the platform, and regular check-ins to assist customers post-training. Highlight how you customize the onboarding experience based on customer needs and how it leads to quicker adoption and satisfaction.

Explain your method for addressing customer dissatisfaction, which should involve actively listening to their concerns, validating their feelings, and collaboratively working to find a solution. Provide examples of how you've turned negative experiences into positive outcomes by effectively managing the situation.

Elaborate on the tools and metrics you utilize to assess customer health, such as data analytics methods, feedback surveys, and usage statistics. Discuss how these insights help in forecasting potential issues and how you proactively engage customers to mitigate any risk.

Share a specific instance where you've gathered customer feedback that led to a change or enhancement in a product. Emphasize the importance of acting as the voice of the customer and how you collaborated with product teams to implement changes that improved client satisfaction.

Discuss your approach to understanding customer objectives and translating them into actionable strategies that align with Forward Networks’ goals. Highlight examples of how you’ve facilitated alignment through account planning and regular strategy sessions.

Reflect on your professional journey, emphasizing your technical expertise, customer success experience, and relationship-building skills. Relate your past experiences to specific responsibilities and goals outlined in the job description to showcase your fit for the role.

Explain the current trends and challenges within the network management sector, including the importance of vendor-agnostic solutions and how Forward Networks fits into this landscape. This shows your depth of knowledge and how passionate you are about the industry.

Talk about your organizational skills and tools you use for task prioritization. Describe your method for ensuring all client needs are met while maintaining a balance between urgent and important tasks to support product adoption and customer satisfaction.