NeoPollard Interactive

Careers

Technical Account Manager (TAM)

NeoPollard Interactive – Raleigh, North Carolina Area

Apply today at jobs@neopollard.com or return to the NPI Careers page.

Job Function

This position is responsible for proactively owning and managing the relationship with our iLottery client. The Technical Account Manager is responsible for project management, relationship management, service delivery, incident escalation, and overall customer success. The Technical Account Manager has responsibilities for communication and guidance to overseas technical project management, and is the primary point of day to day contact for our iLottery client. This position helps facilitate the delivery of NeoPollard Interactive (NPi) solutions and functionality.

The Technical Account Manager drives customer satisfaction by proactively managing our Lottery customer onsite, acting as a liaison to our overseas product and development partner, as well as continual interaction with our Customer Service Center in Lansing, Michigan. The Technical Account Manager is required to maintain and expand working knowledge of current NPi products and related technologies, and is expected to represent NPi with the highest level of professionalism at all times.

Essential Functions/Job Duties

Proactively own and manage multiple high-visibility and high-touch customer relationships.
Understand short and long-term customer goals and objectives.
Build and manage long-term roadmap with customer.
Ensure timely delivery of NPi product functionality, and be well versed in the customer roadmap.
Collaborate with technical project managers to prioritize and manage software release schedules.
Provide single point of contact for customer escalations.
Regularly communicate with accounts, set expectations and negotiate priorities appropriately.
Proactively manage, measure and track customer support issues and solve effectively.
Provide recommendations for product enhancements as identified.
Escalate issues as appropriate.
Ownership of the NPi BRD Requirements Process, from requirements gathering to tracking with our overseas partner to tracking and roadmap delivery.
Occasionally leads sharing of best practices with team and broader customer organization.

Skills

A minimum of 3 years of experience in an enterprise environment with a strong understanding of corporate account support needs.
Previous experience working with public sector customers is a nice to have not a must have.
Excellent written and verbal skills.
Ability to escalate as necessary for confirmation of solutions or other options as needed.
Consistently practices strong organizational, communication, project management, negotiation, and problem solving skills.
The ability to stay calm during times of crisis.