Technical Account Manager - Germany (Mainz)

About our client:

Our client has a team of +7,000 employees over 40 worldwide locations dedicated to making great real estate software products and fostering a collaborative work environment. Our client is a software company providing innovative real estate investment and asset management solutions and services in every real estate market.  
  
They are focused on providing their customers with superior products and outstanding customer service. They are passionate about technology and believe work should be fulfilling and fun! They are committed to their customers, employees, and the communities where they live. The company is a place where people with a wide variety of cultural and life experiences come together to make a difference. The corporate culture stresses integrity, respect, trust, responsibility, and fun!   
  
Main Duties:

• Being the first contact for your clients who are LIVE with the products.
• Prioritization of queries received from your clients.
• Identification of the cause of queries received.
• Identification and subsequent management of a resolution plan for queries received.
• Resolve issues by yourself or in collaboration with colleagues around the world.
• Discussing custom solution requests with the client and programmers and owning these solutions from specification to sign-off.
• Owning or being involved with the client’s training and implementation activities (remotely or on-site).
• Identification of non-support queries and subsequent escalation of these queries to the appropriate area (e.g. to Sales or to the Consulting Team).
• Escalating any issues identified during day-to-day activities to Management.
• Staying the ‘linking pin’ between the client and all the colleagues working on outstanding issues and managing the workload to make sure there is enough progress on all issues.
• Advising clients of the status of their queries ad hoc, periodic calls, or periodic on-site meetings.
• Updating clients on news, new products, etc.
• Maintaining an ‘Account Management Plan’ for each of your clients which describes future projects and/or opportunities.
• Proactively build a long-term relationship with your clients.

Requirements:

• Ability to work in a fast-paced international environment.
• Persuasive and able to deal with demanding clients.
• Customer-centric with excellent communication skills.
• Excellent problem-solving and analytical skills.
• A logic-thinking individual with some knowledge of IT and affinity with numbers.
• Being able to communicate with clients and colleagues in German and English (verbal as well as in writing).