how to select the right Technical Account Manager

Selecting the Right Technical Account Managers

Hiring is one of the toughest challenges any company can face, either large enterprises or new startups. There is a great deal of know-how kind of experience when hiring a Technical Account Manager, not all companies have the right processes that can warrant best hires.

At SupportFinity, we streamlined our processes and in-house standards to make sure of having one of the top world-class hiring processes. The magic mix of skills ingredients is what separates a great hire from a not-so-good one. We came to this conclusion through consulting top technical and HR experts in addition to our years of work and exposure with most sophisticated projects across almost all tech verticals and areas of expertise. So you get one of the best recruitment processes to hire a Technical Account Manager.

As we have created and crafted a unique method of teams’ customization, we have also perfected our signature model of matching the right skills for our customers to hire either one Technical Account Manager or a team of Technical Account Managers. We have a long lasting belief in the power of data analytics in creating unmatchable results, thus, we apply our analytical models on our hiring process same as we do in our business model.

Technical Account Manager Job Description Template

Technical Account Manager

The Technical Account Manager is responsible for managing all technical aspects of a company's relationship with its clients. The Technical Account Manager works closely with the sales and business account management team to win new business and increase sales to existing clients.

  • Technical Account Manager track, maintain and prioritize technical cases including proper escalation until case closure.
  • Take initiatives and ownership of client incidents to drive for timely resolutions.
  • Technical Account Manager manages client communications and expectations until the closure of each case.
  • Technical Account Manager participates in client conference calls or face to face client meetings to discuss technical issues and ongoing projects.
  • Develop best practices deployment and troubleshooting documentation.
  • Technical Account Manager creates technical documentation and bulletins to improve internal and external knowledge base.
  • Technical Account Manager reproduces client environments on lab equipment, recommend potential new solutions.
  • Produce reports to summarize service activity and performance.

  • Strong understanding of data networking protocols, and Strong troubleshooting and problem solving skills.
  • Effective communication and client management skills.
  • Experience in security products and technologies.
  • Previously worked in a technical support position with large enterprise space.
  • Extensive knowledge of Project Management and Control, and Incident Management.
  • Strong planning and organizational skills, and Strong teamwork and collaboration skills.
  • Experience in structured implementation methodology and all phases of the Systems Development Life Cycle.
  • Willing and able to work in a diverse and dynamic global team environment .

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Skills Matrix at SupportFinity

These are sets of the must have skills that we care about and put as top requirements needed for hiring first class Technical Account Manager.

country flagIndian Technical Account Manager woman Technical Account Manager stars for rating skilled people at SupportFinity
country flagAmerican Technical Account Manager man Technical Account Manager stars for rating skilled people at SupportFinity
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Technical Troubleshooting
Language aptitute metric at SupportFinity
Language Aptitude
We receive requests of hiring from candidates among more than 100 countries. As we bring skills from each and every place in the world, we make sure we have the right match of language proficiency with our clients' requirements. Your Technical Account Manager or team of Technical Account Managers will have the needed level of language knowledge you expect, each candidate passes through our language tests that warrant at least a good command of reading, writing and speaking of the languages our clients ask for.

We know that communication starts from speaking common languages, thus we put this aspect as a first factor in our selection process, we do not proceed with hiring for Technical Account Manager before making sure that the candidate passes the language ability tests first.
Communication Quality metric at SupportFinity
Communication Quality
The next level of screening we perform at SupportFinity is the communication quality, in this stage we make sure that the Technical Account Manager can deliver high quality of communication; especially on the technical aspects of the job. We conduct our assessments to cover multiple aspects of communication quality, such as:

The ability of self-explanation ( writing – speaking )

The ability of describing problems structurally and technically ( writing & speaking)

The ability of explaining ideas, situations and problems ( reading, writing & speaking)
Personality tests at SupportFinity
Personality Tests
Personality tests at SupportFinity
Technical Excellence
Samy, Customer Support Assistant from SupportFinity

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