Senior Technical Account Manager

Lucidworks is leading digital transformation for some of the world's biggest retailers, financial services firms, manufacturers, and B2B commerce organizations. We believe that the core to a great digital experience starts with search and browse. Our Deep Learning technology captures user behavior and utilizes machine learning to connect people with the products, content, and information they need. Brands including American Airlines, Lenovo, Red Hat, and Cisco Systems rely on Lucidworks' suite of products to power commerce, customer service, and workplace applications that delight customers and empower employees. Lucidworks believes in the power of diversity and inclusion to help us do our best work. We are an Equal Opportunity employer and welcome talent across a full range of backgrounds, orientation, origin, and identity in an inclusive and non-discriminatory way.

About the Role

We are searching for creative, passionate, Technical Account Management (TAM) professionals that are motivated by solving complex problems with cutting-edge solutions. The ideal candidate is a positive self-starter with extensive client-facing experience and a wide range of technical expertise. 

A TAM is a highly motivated and adaptable individual who champions clients and advocates for them within Lucidworks. They are collaborative and enjoy working across teams to continuously provide customers with robust solutions to their most critical business challenges. Their technical acumen and client-facing skills enable them to effectively represent Lucidworks within a customer’s environment. 

As a Technical Account Manager (STAM) you will be a key member of the Client Excellence team, responsible for guiding our largest and most strategic clients. You will serve as the primary technical contact for assigned clients. You will engage deeply with our clients to understand their business objectives and pain points and help drive business value leveraging Lucidworks products.

Our team is a high-performing group of technical professionals that are results-driven and client-focused. We work cross-functionally within our organization to champion our clients and ensure their technical success.

Responsibilities

• Help clients achieve their business goals and objectives by providing timely, proactive recommendations that will benefit clients’ ongoing usage of Lucidworks products and services.
• Perform technical assessments to gain a deep understanding of customer’s environments and their current implementation of Lucidworks products.
• Analyze business needs and translate them into technical features/use cases to address client’s requirements.
• Work directly with Lucidworks engineers, professional services, client success, and technical support to ensure that client issues are resolved as expediently as possible.
• Effectively communicate technical issues in a clear and concise manner.
• Attain Trusted Advisor status with both key business and technical decision-makers.
• Manage competing requests across simultaneous client engagements.
• Become a key partner to the Client Success practice, providing technical knowledge and expertise, and work within the account team towards a common goal.
• Mentor and provide guidance to those on the Technical Success team, assisting in their professional development and growth
• Collaborate with the Technical Success team to align strategies and best practices 
• Advocate for your clients across internal Lucidworks teams. Drive innovation, roadmap influence, standard methodologies, and process improvement back into the Lucidworks ecosystem.

Skills & Qualifications

• 8 years of related experience with a Bachelor’s degree, preferably in information systems/computer science or related field; or 3 years and a Master’s degree; or a PhD without experience; or equivalent work experience.
• 5 years of full-time industry experience with strong coding abilities in one or more following languages: Java, Scala, Python, and Javascript.
• 5+ years customer-facing experience in a consultative role for enterprise distributed applications, cloud service, or similar, ideally as a technical lead
• Proven ability to manage and maintain key client accounts, with a track record of success
• Thorough understanding of search, search technologies and how it is leveraged across multiple industries
• Strong knowledge of data structures, algorithms, enterprise systems, and asynchronous architectures
• Experience in cloud technologies, preferably with Kubernetes-based cloud deployment solutions
• Familiarity with databases, data analysis, ETL concepts, and SQL
• Strong technical, analytical, and problem-solving skills
• Exceptional verbal, written communication skills
• Experience presenting to both large and small audiences of various technical levels and expertise
• Confidence navigating across different industries and use cases while being adaptable and flexible
• Strong Java JVM software debugging skills is a bonus
• eCommerce industry experience is a plus
• Experience creating white-papers and other written deliverables 
• Experience with related open source technologies such as Solr, Lucene, Kubernetes, etc.
• Willingness to travel to client locations as necessary, as conditions permit
• Acceptable background check
• Must be authorized to work in the United States full-time for any employer

Competencies

• Resourceful-willing to jump in, be agile/flexible, leverage existing resources to accomplish goals, ability to work independently
• Team player-confident in collaborating with a diverse community of people and personalities across geographies, backgrounds, and professional abilities
• Strong verbal and written communication skills
• Empathy and care for all stakeholders of Lucidwork including employees, customers, partners, and guests
• Ability to handle confidential information

Lucidworks believes in the power of diversity and inclusion to help us do our best work. We are an Equal Opportunity employer and welcome talent across a full range of backgrounds, orientation, origin, and identity in an inclusive and non-discriminatory way. Applicants receive consideration based on the relevant talents, skills, and experiences they offer to our company.

Thank you for your interest and we look forward to learning more about you.

Note to third party recruiters:

We appreciate your interest in our job opportunities. However, we kindly request that third-party recruiters and staffing agencies refrain from contacting us regarding these positions. We prefer to work directly with candidates and do not accept unsolicited resumes or candidate referrals from third-party recruiters or agencies. Unsolicited resumes and referrals will become the property of Lucidworks, and no fee will be paid should we hire a candidate whose resume was sent unsolicited.