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Technical Account Manager
2 years ago
WHAT MAKES US EPIC?
At the core of Epic’s success are talented, passionate people. Epic prides itself on creating a collaborative, welcoming, and creative environment. Whether it’s building award-winning games or crafting engine technology that enables others to make visually stunning interactive experiences, we’re always innovating.
Being Epic means being a part of a team that continually strives to do right by our community and users. We’re constantly innovating to raise the bar of engine and game development.
What We Do
We drive adoption and usage for Unreal Engine and provide our customers with the tools and support to make amazing visual projects in the Unreal Engine.
What You'll Do
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.
In this role, you will
- Maintain active relationships with key accounts, building rapport and understanding their business needs. Synthesize these needs and communicate to Engineering and other stakeholders.
- Conduct regular activities (calls, service reviews, etc.) defined for high-touch support.
- Drive onboarding process and ensure successful support in early adoption phases.
- Monitor issues submitted to Support and assist with triage or initial response as needed.
- Effectively identify common issues or questions, using these to drive training plans or documentation in partnership with the Learning team.
- Serve as a point of contact for escalating issues, both internally and externally, driving collaboration and communication to resolve them.
- Facilitate interactions between customers and Engineering, which may include written responses, in-person visits, or calls.
- Proactively identify opportunities to increase adoption or grow usage in assigned accounts.
- Track and report on key account health metrics, driving any changes needed.
- Collect and synthesize product feedback from clients and partners, and liaise with the product team.
- Communicate effectively at all levels of the organization, keeping stakeholders informed and effectively delivering high-touch support.
- Collaborate well and grow cross-functional and partner relationships.
What we’re looking for
- Experience working in fast-paced technology companies
- 2-3 years in account management or customer-facing role
- Familiarity with the Unreal Engine, applied to In-Camera Visual Effects (ICVFX) and/or virtual production
- On-set experience
- Knowledge in real time graphics applied to the Media and Entertainment industry
- Willingness to travel 25-30%
*Remote okay, but must be local to the Greater Los Angeles Area. Relocation assistance available.*
EPIC JOB + EPIC BENEFITS = EPIC LIFE
Our intent is to cover all things that are medically necessary and improve the quality of life. We pay 100% of the premiums for both you and your dependents. Our coverage includes Medical, Dental, a Vision HRA, Long Term Disability, Life Insurance & a 401k with competitive match and profit share. We also offer a robust mental well-being program through Modern Health, which provides free therapy and coaching for employees & dependents.
Throughout the year we celebrate our employees with events and company-wide paid breaks. We offer unlimited PTO and sick time and recognize individuals for 7 years of employment with a paid sabbatical.
ABOUT US
Epic Games spans across 19 countries with 55 studios and 4,500+ employees globally. For over 25 years, we’ve been making award-winning games and engine technology that empowers others to make visually stunning games and 3D content that bring environments to life like never before. Epic’s award-winning Unreal Engine technology not only provides game developers the ability to build high-fidelity, interactive experiences for PC, console, mobile, and VR, it is also a tool being embraced by content creators across a variety of industries such as media and entertainment, automotive, and architectural design. As we continue to build our Engine technology and develop remarkable games, we strive to build teams of world-class talent.
Like what you hear? Come be a part of something Epic!
Epic Games deeply values diverse teams and an inclusive work culture, and we are proud to be an Equal Opportunity employer. Learn more about our Equal Employment Opportunity (EEO) Policy here.