Technical Account Manager

About the Position

Denodo is looking for a technical, passionate, customer-oriented, and hands-on data advocate to join our Customer Success team in Sao Paulo. You will work hand-in-hand with our customers as the technical focal point. It will be on your shoulders to ensure customers are satisfied and confident in leveraging the Denodo Platform as a key component in their ecosystem.

In this role, you will combine technical expertise with relationship management and problem-solving skills. Your mission: enable customers to realize the full potential of their Denodo deployment, removing roadblocks, exploiting platform capabilities, and making things go.

Collaborate closely with Customer Success Manager (CSM), Sales, and Customer Services as the Technical Account Manager (TAM) has the lead role in implementing the Customer Success Plans (CSP) developed by the CSM. The CSP defines the business outcome, use cases, and milestones of the Customer to get a specific use case(s) into production. The output is a Use Case document that describes the Business Problem solved, the Solution Architecture, and the Results achieved. The TAM and CSM have responsibility for coordinating the creation and delivery of this document.

Responsibilities

Technical Engagement

• Communicate common practices with regards to Denodo usage and implementation.
• Conduct cadence calls to review open issues and escalations with the customer operational team.
• Provide input into account health assessment on technical progress.
• Act as point of contact between customer and Denodo technical teams.
• Coordinate with other teams to achieve account growth, service utilization, and use cases.
• Ensure customers' deployment is documented and understood.

Platform Adoption

• Identify pain points and training required around product usage.
• Have regular communication and updates on Denodo capabilities.
• Provide product and feature guidance.
• Recommend advisory sessions, entitled/on-demand training.

Customer Engagement

• Provide point of contact for escalations related to the product.
• Coordinate the management and resolution of support tickets, with both customers and Denodo teams.
• Review enhancement requests with Product Management / Development.
• Ensure successful product feature adoption.
• Encourage and enable platform upgrades and migrations.

Reporting & KPIs

• Implement and help customer maintain Dashboards to report on Product Adoption and Deployment details.
• Maintain Customer relationship map in Salesforce.
• Maintain and report on Customer Services Utilization and Training accomplishments.
• Goal is to get Customer to consume all Services available to them.
• Get all the Customer staff to take all the relevant training classes.

Information Security Responsibilities

• Knows and understands the Security Policy and procedures that apply to their work.
• Ensures that their actions do not result in any security breaches.
• Informs the owner of the asset of any security incident, real or suspected, that it detects.
• Is aware of and committed to the Acceptable Use Policy.

Requirements

• University Degree in information systems or computer science or a related field (Bachelor or Masters), or equivalent experience in a similar role.
• 5+ years of demonstrated experience in a Technical Account Manager or a similar role, preferably in the data management or analytics software industry.
• Fluent in English, Spanish, and Portuguese is required.
• Excellent verbal and written communication skills to be able to interact with technical and business counterparts.
• Good technical knowledge about different areas in a data management ecosystem.

Nice to Have

• Experience in leveraging Employee Advocacy and Social Media to network with industry peers, share thought leadership content, and enhance brand visibility to support sales engagement and relationship building.

We Offer

• Competitive salary
• Opportunity to work in a leading data management company
• Professional growth and development opportunities

About the Company

Denodo is an equal opportunity employer and prohibits discrimination and harassment of any kind. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by applicable law. Denodo will provide reasonable accommodation to employees who have protected disabilities in accordance with applicable law.

We do not accept resumes from headhunters or suppliers that have not signed a formal fee agreement. Therefore, any resume received from an unapproved supplier will be considered unsolicited, and we will not be obligated to pay a referral fee.