Technical Account Manager

Sitecore is the global leader in experience management software that enables context marketing. The Sitecore® Experience Platform™ manages content, supplies contextual intelligence, automates communications, and enables personalized commerce, at scale. It empowers marketers to deliver content in context of how customers have engaged with their brand, across every channel, in real time—before, during, and after a sale. More than 4,900 brands––including American Express, Carnival Cruise Lines, easyJet, and L’Oréal–– have trusted Sitecore for context marketing to deliver the personalized interactions that delight audiences, build loyalty, and drive revenue.

Sitecore is experiencing spectacular growth all over the world.  To build on Sitecore’s success and growth, we’re looking for a skilled Technical Account Manager to work as part of our Technical Services Group.   This position can either be located in London or Copenhagen. 

The Technical Account Manager is responsible for managing all technical aspects of Sitecore relationship with our customers.  They work closely with sales and account managers to maintain close contact around license discussions, roadmaps, technical assistance and training needed.   By providing technical services they help ensure customer satisfaction and strengthen customer relationships.  They are generally the customer’s single point-of-contact with Sitecore to help bring the right people into the discussion at the right time.

Responsibilities

  • Provide ongoing support and technical account management to premier customers
  • Provide technical expertise to customers and help address technical questions relating to Sitecore Platform
  • Communicate technical processes and implementation details to internal and external teams, both in formal documentation and verbally.
  • Communicate account and project status with internal teams, including customer support and senior management and sales
  • Provide advice and guidance as the Sitecore subject matter expert to ensure successful ongoing usage and adoption of Sitecore
  • Design and develop innovative solutions to customer requirements using Sitecore
  • Undertake discovery and education activities to identify opportunities for Sitecore usage across organizational functions and processes
  • Function as a frontline technical resource for “best practice” and informal customer questions
  • Engaging with customer support as a customer advocate to ensure speedy resolution of customer issues
  • Engaging with Product management as the customer advocate on product roadmap discussions
  • Maintain current functional and technical knowledge of Sitecore service
  • Help to document best practices in developing and using Sitecore

 

Qualifications

  • 3-5 years of experience as generalist on WCMS or E-Commerce
  • Previous experiences as Project manager or Product Owner for a WCMS project
  • Excellent communication and consulting skills
  • German speaking preferred
  • Experience with Sitecore preferred
  • Proven ability to document and implement technical solutions
  • Technical leadership skills for supporting project management, and in managing projects with little supervision.
  • Excellent presentation and communication skills (written and verbal).
  • Experience and talented in customer-facing white board and WebEx presentations.
  • Proven success managing relationships with customers, vendors and staff.
  • Superior organizational and interpersonal skills.
  • Ability to creatively solve complex problems.
  • Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast paced environment.
  • Willingness to travel periodically across EMEA based on customer and business need
  • Bachelor’s degree or equivalent experience.

 

Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.


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