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Technical Account Manager

Esri
Redlands, California
Full Time
Posted April 14, 2025
$69k - $85k
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Job Description

This role involves providing consultative technical support to Esri users through various communication channels, while also managing accounts and facilitating customer success strategies. The position requires a blend of technical expertise and customer service skills to assist clients effectively.

Key Responsibilities

  • Facilitate and oversee technical support services
  • Provide technical expertise to Esri support customers and business partners
  • Perform account management through Esri Premium Support entitlements
  • Maintain a high level of industry knowledge of state and local government disciplines
  • Provide sales support for account teams
  • Implement customer success strategies into support services
  • Manage incident during SaaS outages or service disruptions
  • Facilitate technical support for the Esri Disaster Response Program
  • Manage and review software hotfix requests
  • Mentor and train new TAMs within the Strategic Customer Service team
  • Provide high quality escalation management on high priority technical support cases
  • Generate reports and dashboards for technical support operations

Requirements

  • Bachelor's Degree in Computer Science, Information Technology, GIS, Geography, or a related field of study
  • Two (2) years of experience in the job offered or related occupation in which the required experience was gained
  • Demonstrated experience with SQL Server, PostgreSQL or Oracle
  • Demonstrated experience with Linux
  • Demonstrated experience with ArcGIS
  • Demonstrated experience with Salesforce

Benefits & Perks

Compensation/salary range: 68,640 - 85,000 USD
401k and profit-sharing programs
Minimum accrual of 80 hours of vacation leave
Twelve paid holidays throughout the calendar year
Industry-leading health and welfare benefits (medical, dental, vision, basic and supplemental life insurance for employees and their families)
Opportunities for personal and professional growth

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