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Technical Account Manager - M&E

The ideal candidate for the role of Technical Account Manager should be passionate about building relationships and providing excellent support for external and internal customers. In this position, you will serve as a primary contact for key accounts, ensuring that Sales, Support, and Engineering are working effectively together to meet their needs. While you may not have the technical knowledge to personally resolve complex issues reported to Support, you know enough to synthesize key information, appropriately triage, and facilitate technical conversations. Ensuring the health of key accounts and successful adoption of the Unreal Engine are your primary goals.

Responsibilities:

• Maintaining active relationships with key accounts, building rapport and understanding their business needs. Synthesize these needs and communicate to Engineering and other stakeholders
• Conducting regular activities (calls, service reviews, etc.) defined for high-touch support
• Driving onboarding process and ensuring successful support in early adoption phases
• Monitoring issues submitted to Support and assisting with triage or initial response as needed
• Effectively identifying common issues or questions, using these to drive training plans or documentation in partnership with the Learning team
• Serving as a point of contact for escalating issues, both internally and externally, driving collaboration and communication to resolve them
• Facilitating interactions between customers and Engineering, which may include written responses, in-person visits, or calls
• Proactively identifying opportunities to increase adoption or grow usage in assigned accounts
• Tracking and reporting on key account health metrics, driving any changes needed
• Communicating effectively at all levels of the organization, keeping stakeholders informed and effectively delivering high-touch support
• Collaborating well and grow cross-functional and partner relationships

Qualifications:

• Experience working in fast-paced technology companies
• 2-3 years in account management or customer-facing role
• Familiarity with the Unreal Engine or similar technologies
• Experience in computer graphics applied to Media and Entertainment industries
• Willingness to travel 25-30%