Technical Account Manager

Company Description

MicroStrategy (Nasdaq: MSTR) is at the forefront of transforming organizations into intelligent enterprises through data-driven innovation. We don't just follow trends—we set them and drive change. As a market leader in enterprise analytics and mobility software, we've pioneered the BI and analytics space, empowering people to make better decisions and revolutionizing how businesses operate.But that's not all. MicroStrategy is also leading a groundbreaking shift in how companies approach their treasury reserve strategy, boldly adopting Bitcoin as a key asset. This visionary move is reshaping the financial landscape and solidifying our position as a forward-thinking, innovative force in the market. Four years after adopting the Bitcoin Standard, MicroStrategy's stock has outperformed every company in the S&P 500.Our people are the core of our success. At MicroStrategy, you'll join a team of smart, creative minds working on dynamic projects with cutting-edge technologies. We thrive on curiosity, innovation, and a relentless pursuit of excellence.Our corporate values—bold, agile, engaged, impactful, and united—are the foundation of our culture. As we lead the charge into the new era of AI and financial innovation, we foster an environment where every employee's contributions are recognized and valued.Join us and be part of an organization that lives and breathes innovation every day. At MicroStrategy, you're not just another employee; you're a crucial part of a mission to push the boundaries of analytics and redefine financial investment.

Job Description

The Technical Account Manager (TAM) manages a portfolio of customers who have implemented our technology solutions with the goal of increasing product usage and overall adoption. This position is an integral part of MicroStrategy's long term relationship with its customers. The efforts put forth by this person will directly impact the value realized and the ultimate success of the business relationship. Beyond direct interaction with our customers, TAM’s will work with internal MicroStrategy business units to ensure customer needs are being met in a timely manner. To succeed in this role, this person must have an intense focus on customer success with strong influence abilities.

Responsibilities :

• Develop strong customer relationships that enable MicroStrategy to become a trusted advisor to our customers 
• Provide business acumen for customers and strive to understand the business problem we are solving in order to best manage the evolution of the solution and exceed customer expectations 
• Develop strong technical understanding of all MicroStrategy products 
• Execute programs to ensure that MicroStrategy is fully aware of the customer's adoption level, value realization, and overall satisfaction with the technology solution(s) 
• Work with the product management and product development organization to channel client feedback and solutions into future releases of the product(s) 
• Collaborate cross functionally to achieve customer satisfaction and resolve customer issues in a timely fashion 
• Collaborate with Sales Account Management, Customer Success Management and executives to identify areas of solution expansion and adoption opportunities 
• Ability to work outside of normal business hours during extraordinary events to ensure customer satisfaction and success 

Qualifications

• Bachelor’s degree, preferably in a technical field (Information Systems or equivalent) 
• High level knowledge of enterprise IT organizational, business, and technical environments 
• Understanding of enterprise software implementation practices
• Minimum of 3 years of IT customer service experience / strong customer focus 
• Minimum of 3 years of technical account management, engagement management, system implementation, technical support or system integration consulting experience 
• Minimum of 2 years of experience communicating with internal Senior Management and managing multiple, simultaneous, cross-functional work streams 
• Enthusiastic personality and self-starter with an ability to identify areas for improvement 
• Strong time management skills to prioritize workload, multi-task, meet deadlines, and manage competing priorities under pressure 
• Strong analytical skills, detail-oriented, persistent and not afraid to ask questions. Able to analyze, implement and improve complex systems/processes 
• Excellent oral and written communication skills in Japanese and English
• Willingness to travel; travel could be up to 10-25% depending on location of customers 

Preferred 

• AWS/Azure Cloud technology experience 
• MicroStrategy platform usage or administration experience 

Additional Information

MicroStrategy is an Equal Employment and Affirmative Action employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.

MicroStrategy is an Equal Employment /Affirmative Action employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures.