Job details

Technical Account Manager

Job Description:

About Pluralsight

Founded in 2004 and trusted by Fortune 500 companies, Pluralsight is the technology skills platform organizations and individuals in 150+ countries count on to innovate faster and create progress for the world.

Working at Pluralsight

At Pluralsight, we believe everyone should have the opportunity to create progress through technology. That everyone should have access to the skills of tomorrow. That technology can make the world a better place. Through the work we do every day, we empower the people who power our world.

And we don’t let fear, egos or drama distract us from our mission. We’re adults, and we treat each other that way. We have the autonomy to do our jobs, transparency to eliminate office politics and trust in each other to do the right thing. We thrive in an environment with creativity around every corner, challenges that keep us on our toes, and peers who inspire us to be the best we can be. We bring different viewpoints, backgrounds and experiences, and united by our mission to democratize technology skills, we are one.

The Opportunity

The Technical Account Manager (TAM) is a subject matter expert on our Skills products and dedicated to specific business accounts.
A TAM will be a primary technical contact for the customer’s plan admin, coordinating activities and resources to ensure the customer is realizing the most value out of the product.
A successful TAM is a customer’s technical champion and strategic partner; helping the customer use Pluralsight to achieve their workforce transformation objectives, fostering strong relationships with senior leadership, understanding their implementation inside and out, developing and sharing best practices, and resolving complex technical problems into solutions.
A TAM will work closely with key customers, as well as the Pluralsight Sales, Success, Support, and ProServ teams.

Who you’re committed to being:

A life-long learner, developing and maintaining subject-matter expertise of Pluralsight’s platform and products.
Customer-focused, able to understand and articulate the needs of the client and deliver on those needs.
A relationship builder, fostering strategic relationships with technical customer leadership and internally to deliver on the customer’s engineering goals.
An advocate of learning, promoting and assisting companies to adopt a culture of learning by leveraging Skills reporting to enhance their employees’ professional development.
Collaborative and resourceful, working with Account Executives, Customer Success Managers, Professional Services, and others to ensure effective execution on customer success plans.

What you’ll own:

Project managing the design and implementation of the system integration. Becoming an expert on each customer’s product implementation by developing relationships with the customer’s business and technical stakeholders
Accelerating the customer’s business priorities and goals by providing thoughtful recommendations and leading the projects that improve account health.
Developing relationships with customer’s business and technical decision makers to be seen as a trusted advisor.
Promoting early adoption of new platform capabilities, ensuring our largest accounts are also our product champions.
Assessing, documenting, communicating, and following up on application health with the customer and internal teams. The TAM will be expected to maintain key health activities for the customer and open upgrades.
Discovering and implementing opportunities to leverage Pluralsight with the customer to drive growth and maturity of the customer’s teams.
Communicating and coordinating product releases, upgrades, deployment of services, and customer-specific plan strategy to the customer as well as internal teams.
Dedicated customer contact for issue management, Overseeing all the moving parts of the system integration and ensuring proper resources are incorporated and coordinated through the issue resolution process.
Collaborating with an account team (typically consisting of an account executive and customer success manager) to secure renewals, resolve plan health issues, and develop best practices for scaling accounts.
Identifying features/functionalities that customers aren’t using as an opportunity for increased product stickiness, and making a case for functionality adoption as additional customer value.
Clearly communicating context and technical detail to engineering when needed, enabling engineering to efficiently solve problems the customer faces.

Experience you’ll need:

5-year experience in an enterprise-level customer-facing role (e.g. Professional Services, Technical Account Management, Solutions Consultant, Sales, Customer Success).
2+ years experience with direct project management responsibility to oversee complex projects cross-functionally with internal and external stakeholders.
Minimum 1-year experience as a subject-matter expert or onboarding capacity, primarily communicating through email and Zoom.
Understanding of APIs (how they work, troubleshooting and optimization) required.
Experience working with Jira.
Technical familiarity in command line, multi cloud, SQL, Linux, and networking.
Knowledge of software engineering workflows and metrics.
B.A. in a software engineering-related field or equivalent work experience
Experience communicating to executive and technical audiences
Strong organizational and time management skills

Be Yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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