Technical Account Manager

We are seeking a Technical Account Manager to join our team and be the key point of contact for our valued customers. In this role, you'll combine your technical expertise and exceptional communication skills to deliver tailored solutions, ensure client satisfaction, and drive the success of our innovative services.

Customer Focus

• Strategic Support Relationship: The TAM is primarily responsible for creating and maintaining a strategic support relationship with key stakeholders within customer organizations. This involves understanding their unique business and technical objectives, ensuring that Greentube products are aligned with these objectives, and supporting their effective use to drive business value. 
• Develop and Manage Service Delivery Plan: The TAM is responsible for developing a comprehensive service delivery plan tailored to each customer's needs, ensuring that they can effectively operate and consume Greentube products. 
• Change Agent: The TAM must advocate for change by clearly articulating the benefits of adopting new processes or technologies, helping customers improve their operational effectiveness through the productive use of Greentube products.  
• Customer Training and Enablement: The TAM should facilitate customer training sessions on Greentube products and services, ensuring that customers are fully enabled to utilize the products effectively.  
• Feedback Loop with Product Development: The TAM should ensure that customer feedback, especially regarding technical issues or feature requests, is communicated back to the Games Production Coordination and Games Delivery Management teams. This helps in shaping the product roadmap and improving customer satisfaction. 

Business Focus

• Sustainable Growth and Opportunity Creation: The TAM shares the responsibility of fostering sustainable growth by collaborating closely with Sales and Key Account Management and Marketing. This involves strategizing on how to generate new business opportunities within existing accounts. 
• Customer Retention and Expansion: The TAM also contributes to customer retention and account expansion by ensuring that customers see continuous value in Greentube's offerings, thus facilitating upselling and cross-selling opportunities. 

Delivery Focus 

• Technical Literacy and Conversancy: This role requires strong communication skills and imaginative, bold thinking in all situations. The TAM must be knowledgeable about all Greentube technologies, methodologies, and procedures, ensuring that they can effectively guide customers in their application. 
• Articulating Value of Support Services: The TAM must be proficient in communicating the value of Greentube's support services portfolio, ensuring that customers understand and appreciate the benefits of these services. 
• Service Delivery Strategy: The TAM is responsible for setting a long-term strategy for service delivery that aligns with the customer's business and IT priorities, developed in partnership with internal teams and customers. 
• Service Delivery Excellence: The TAM is accountable for ensuring excellent delivery of services throughout the entire support lifecycle. This includes close coordination with NOC (Network Operations Center), Games Operations, Games Delivery Management, Games Certification, Games Integration and Sales and Key Account Management to develop and continuously improve the support processes. 
• Incident Resolution and Escalation Management: The TAM is the primary contact for technical escalations, responsible for monitoring and ensuring that the incident resolution process meets or exceeds quality standards and adheres to Service Level Agreements (SLAs) or Operational Level Agreements (OLAs). 
• Data-Driven Insights and Reporting: The TAM should also be responsible for leveraging data analytics to provide insights and recommendations to customers. This involves regularly reviewing and interpreting performance data to ensure that the services provided are aligned with customer objectives and suggest adjustments where necessary. 

• Completed higher education in a technical field (e.g., Computer Science, Information Technology, Engineering) or equivalent experience in a related field. 
• Minimum of 2 years of experience in software support, Technical Account Management, or a related customer-facing technical role. 
• Proven experience in an enterprise environment, with a strong understanding of both corporate and public sector customer support needs. 
• Excellent communication skills, with the ability to effectively liaise between IT and business leadership. 
• Demonstrated strength in organizational, project/program management, change management, and problem-solving abilities. 

Preferred technical experience includes: 

• Experience with ticketing and issue-tracking systems, e.g. JIRA or similar tools. 
• Familiarity with Confluence for documentation and collaboration. 
• Advanced skills in Microsoft Excel for data analysis, reporting, and visualization. 
• Experience with SQL or other database management systems for querying and managing data. 
• Experience with Postman for API testing. 
• Experience with monitoring tools such as Kibana, for tracking system performance and troubleshooting issues. 
• Experience with scripting languages such as Python for automation and task optimization. 

Competencies: 

• Professionalism and strong work ethic
• Honesty, integrity, and trustworthiness
• Adaptability and resilience in dynamic environments
• Approachable and collaborative demeanor
• Confidence balanced with humility
• Innovation and a proactive approach to problem-solving
• Effective time management and prioritization skills 

Greentube GmbH, the global interactive unit of NOVOMATIC, is a leading developer and supplier of iGaming solutions. Greentube is a wholly-owned subsidiary of the NOVOMATIC Group, one of the biggest producers and operators of gaming technologies and one of the largest integrated gaming companies in the world. Greentube's industry leading omni-channel technology allows the convergence of online, mobile and land-based games. The well-diversified product portfolio includes Classic Slots, Table Games, Live Dealer Gaming, AWP Reloaded Slots, Server-Based Gaming, Social Casino Gaming, Bingo and more.

Greentube GmbH
Wiedner Hauptstraße 94, 1050 Wien
www.greentube.com