At Powell Software, we’re redefining how businesses connect, collaborate, and thrive in the digital workplace. 

We’re looking for a Technical Account Manager (TAM) who is passionate about technology and customer success to support the Asia Pacific region. In this role, you’ll be the bridge between our customers and our cutting-edge solutions, ensuring seamless implementation, optimization, and long-term value. If you love problem-solving, strategic thinking, and working closely with customers, this is your opportunity to make an impact! 

Key Responsibilities: 

Customer Success Management (50%): 

• Act as the primary contact for customers, building and nurturing strong relationships to foster customer loyalty and satisfaction. Conducting regular check-ins and business reviews to track customer success 

• Monitor customer health metrics, identifying and proactively mitigating potential churn risks to maintain long-term customer satisfaction. 

• Drive product adoption and usage by developing and executing customized success plans aligned with customer business goals. 

• Collaborate with sales teams to identify upsell opportunities, contributing to the expansion of customer accounts and ensuring maximum value realization. 

Customer Services (30%): 

• Facilitate regular technical engagements with customers to understand their business requirements and propose tailored solutions that align with their needs. 

• Guide Implementation & Adoption by supporting customers in configuring, deploying, and optimizing the platform to maximize adoption and ensure success. 

• Act as a subject matter expert (SME) on all Powell products, providing strategic guidance, best practices, and expert-level support throughout the customer journey. 

Cross-Team Collaboration and Support (20%): 

• Address and resolve customer concerns in a timely manner, escalating complex issues as necessary to ensure a positive customer experience. 

• Work closely with internal teams, including Presales, R&D, and Customer Success, to develop and deliver solutions that meet customer needs and exceed expectations. 

• Relay valuable customer feedback to product teams, helping inform continuous product improvements and ensuring the platform evolves in line with customer requirements.

• SharePoint: 3+ years of experience in creating, designing, and deploying SharePoint solutions, including custom development for SharePoint Online. 

• Problem-Solving Mindset: Ability to troubleshoot and resolve technical challenges efficiently. 

• Customer-Centric Approach: Excellent communication skills to build strong relationships and translate technical concepts for various stakeholders. 

• Project Management Skills: Ability to juggle multiple customer accounts and drive projects to success. 

• Technical Support Systems: Familiarity with support ticketing platforms (e.g., Zendesk) and experience in managing technical issues in a customer-focused environment. 

• Remote Work Efficiency: Ability to manage your workload independently while working remotely. 

• Preferred skills: AngularJS, JavaScript, APIs, Power Automate, HTML & CSS, and Entra ID