Technical Account Manager

Why Graphite?

Graphite is revolutionizing how businesses do business. We’ve launched a supplier information network with 20,000+ suppliers and we are rapidly growing. Graphite Systems was formed around EPIC things: Employees, Products, Innovations, and Customers. We’re aiming to conquer monumental achievements and we know that starts with a culture and company of EPICness.

About the role:

A Technical Account Manager (TAM) is a multifaceted role that combines technical expertise with project and customer relationship management. TAMs are expected to be proactive, customer-focused, and capable of ensuring continuous product adoption and satisfaction for customers.

This position will be a strategic consultant for Graphite’s customers. TAMs must be able to identify the customer’s key business goals and objectives, make plans to help the customer reach those goals, and execute on those plans.

What you will be doing:

• Client Relationship Management:
  • Act as the primary point of contact for clients, building and maintaining strong, strategic relationships
  • Conduct regular check-ins and feedback sessions to facilitate high customer satisfaction and identify areas of improvement
  • Hold quarterly business reviews with key customer stakeholders
  • Identify customers’ business objectives and goals and help the customer reach them
    
• Technical Expertise:
  • Collaborate with internal teams (engineering, product, and support) to resolve complex technical problems
  • Have a firm understanding of Graphite’s platform and act as an escalation point for support issues as needed
  • Train clients and internal team members on technical products and services
    
• Project Management:
  • Plan and execute multiple complex, long-term projects to facilitate smooth implementations and releases
  • Monitor customer health metrics and provide detailed reports on service performance and operational issues
    
• Strategic Planning and Advocacy:
  • Work with sales to identify upsell, cross-sell, and contract renewal opportunities
  • Advocate for customer needs within the company, influencing product development and service enhancements

What you will need to be successful:

• Technical Background:
  • Ability to understand highly complex enterprise software
  • 3-5 years of experience in technical, relationship management, or procurement roles
    
• Soft Skills:
  • Excellent communication skills to explain complex technical issues in a clear, concise manner
  • Strong problem-solving abilities and project management skills

Benefits

Graphite offers fully remote, in-office, or hybrid workspace options. If you live near Graphite’s headquarters in Lehi, UT, you may use the office as much or as little as you like.