Associate Technical Account Manager

The Varicent Associate TAM works alongside Technical Account Managers within the Customer Success organization with a portfolio of clients who have subscribed to the VIP Program. The Associate TAM will act as a Varicent adviser to client resources with the aim to maximise the VIP client’s return on their Varicent investment. This will require building strong relationship with all stakeholders and supporting business goals by solving go to market challenges with innovative solutions. This will include answering product, process and solution specific questions as well as proactively monitoring existing solutions for optimal performance. Adapting and evolving existing solution with net new implementation and adoption of new features and functionality will help further drive the value of Varicent solutions. Working in tandem with the primary TAM, the Associate TAM will play an integral role in owning the customer’s technical success and supporting all system and solution–focused conversations.

KEY RESPONSIBILITIES

• Support the primary TAM in monitoring the health and performance of Varicent solutions across a portfolio of VIP customers.

• Assist in coaching users on foundational Varicent functionality, configuration concepts, and best-practice methodologies.

• Participate in reviewing new features, fixes, and release notes to help assess potential impact on the customer’s environment.

• Contribute to configuring Varicent solutions based on documented customer requirements, under guidance from the senior TAM.

• Prepare and share monthly performance, utilization, and support-related metric summaries.

• Analyze solution usage and data patterns to help identify potential issues or areas for optimization.

• Assist in implementing proactive maintenance actions and solution improvements.

• Collaborate with TAMs and Internal teams to troubleshoot errors, investigate defects, and support solution optimization efforts.

• Identify opportunities for customer value realization and surface to the primary TAM for strategic review.

• Contribute to customer conversations that frame Varicent products as targeted solutions to process challenges, enabling thoughtful upsell, cross-sell, and expansion motions.

• Parter with the TAM team to support sustainable customer engagement, project outcomes, and product adoption.

• Contribute to planning and estimating tasks within the Technical Success journey, ensuring alignment within available customer VIP entitlement.

• Work with internal stakeholders to understand change management processes and assist in recommending improvements where appropriate.

• Collaborate with TAMs to maintain reusable object repository.

EDUCATION & EXPERIENCE

• At least 5 years of experience in IT Consulting, Enterprise Software Implementation 

• Prior experience with Query Based Languages and Relational Databases

• Technical data skills including strong experience with SQL data manipulation, Microsoft Excel

• Preferred: Understanding of Sales Performance Management domain

• Strongly Preferred: Hands on experience of Varicent software products (Administering, implementing and / or supporting)

• Basic knowledge of system configurations, data models, and data integration best practice concepts.

PERFORMANCE BASED SUCCESS CRITERIA

1-3 Months

During this time, the Associate Technical Account Manager will successfully:

• Familiarize oneself with company culture, policies, escalation paths, and internal systems. 

• Training and onboarding will be completed. 

• Learn the various systems used in daily operations.

• Participation in team meetings and events.

Success Indicators:

• Complete all onboarding activities and training with passing grades

• Seen by peers as responsive and professional

• Demonstrate curiosity and engagement

4-6 Months

During this time, the Associate Technical Account Manager will successfully:

• Begin managing defined customer work triaged by your Technical Account Manager cohorts.

• Adhere to VIP program deliverables including task tracking against active initiatives.

• Begin to prioritize tasks, escalate blockers, communicate effectively and demonstrate problem resolution, personal growth, and adaptability. 

• Support data validation, report creation, performance troubleshooting, and config changes as needed.

Success Indicators:

• Complete assigned technical work with some oversight

• Demonstrate an understanding of model structure and customer needs

• Provide meaningful updates and documentation

7 Months & beyond

During this time, the Associate Technical Account Manager will successfully:

• Candidate will manage a full client portfolio. 

• Operate as a trusted technical partner, supporting the TAM at a strategic level.

• Independently deliver core TAM activities

• Configuration work

• Troubleshooting & support

• Documentation of changes and existing build

• Generating usage, performance, and status reporting (flagging important data points)

• Participate in journey/plan execution

After 12 months should be able to perform all duties of a TAM

• Performing a complete Annual Health Check 

• Articulate findings, risks, and recommendations

• Support value tracking & outcomes

• Support cross selling initiatives by documenting use cases and your portfolio’s technical needs

Success Indicators:

• Customer confidence and satisfaction

• Portfolio managed with minimal oversight and escalation

• High-quality delivery within contractual hours

• Annual Health Check completed independently