Technical Account Manager - Hybrid - £55,000 - £60,000 DOE Languages: Proficiency in German or French is preferred.
Spotlight is a leading technology solution provider for casting and auditioning in the entertainment industry.
Casting directors and agents worldwide use Spotlgihts' portfolio of products to source and manage talent across film, television, commercials, theatre, and digital projects, powering an unparalleled, global casting software ecosystem.
Key Responsibilities Customer Value Realisation Support global customers from pre-sales through the entire customer lifecycle, ensuring smooth transitions from sales handoffs.
Actively participate in pre-sales activities, presenting and demonstrating products to potential clients.
Lead onboarding and training sessions, using technical product expertise to tailor solutions to client needs and gather customisation requests.
Proactively identify risks to customer workflows and goals, collaborating with internal teams to develop mitigation plans.
Deliver ongoing product education and ensure access to comprehensive educational materials.
Enterprise Support Respond promptly to client queries via phone, email, or chat, providing thoughtful and personalised communication tailored to each user's technical proficiency.
Assist clients with onboarding and perform technical configurations, training them on key features across various applications and workflows.
Investigate and resolve technical issues, escalating product bugs through JIRA as necessary.
Maintain and update internal databases with technical issue logs and insightful customer interactions.
Collaborate with team members to share feature requests and effective workarounds.
Gather and relay customer feedback to the Product, Sales, and Marketing teams.
Customer Retention & Growth Maintain detailed records of customer contact and activity history in CRM (Zendesk/Jira).
Actively seek opportunities for customers to derive added value through increased product adoption and new business opportunities.
Coordinate with Sales, Support, and Marketing to strategise on increasing customer engagement and product usage.
Requirements Demonstrable experience in technical account management or a similar customer-facing role.
Strong problem-solving skills and the ability to creatively resolve client issues.
Excellent communication skills, with the ability to convey complex technical information clearly.
Experience with CRM systems like Zendesk and Jira.
A professional working level of either German or French Why Join?
Our client offers a collaborative and dynamic work environment that encourages growth, innovation, and the pursuit of excellence.
If you are passionate about helping clients succeed and have a knack for solving technical challenges, we would love to hear from you.