man holding computer
A bachelor’s degree in computer science is generally required to become a technical account manager. Those interested in this position would do well to acquire three to five years of experience in customer account management, product management, and technical knowledge of software and computer systems. Software development and technical language experience is also important for anyone looking to become a technical account manager.
Aspiring technical account managers should plan to pursue a post-secondary education. Most successful candidates earn a degree in computer science or a related subject if they decide to become a technical account manager. While studying for a degree, it’s a good idea to gain paid or unpaid experience in software development, technical support, and customer service. Experience can be gained through internships, work-study programs, volunteer work, or part-time jobs.
To become a technical account manager, a person will likely need to start at a lower level position. Jobs that involve some type of project management of customer orders and service issues will help develop customer service and problem-solving skills. It is equally important to gain some sort of sales and presentation experience.
Presentation skills are important for anyone who wants to become a technical account manager. This position often involves preparing formal reports and presentations for customers regarding order history, billing, and potential product offerings. An account manager is in frequent contact with their client base and must manage all verbal and written communication that keeps the client informed of important service changes and milestones.
Technical account managers are generally responsible for ensuring customer satisfaction. Part of that responsibility is knowing how to sell and promote the company’s products and services. Those who want to become technical account managers must be effective and persuasive communicators. They must be able to demonstrate specific technical knowledge and translate it into a language that customers of all backgrounds can understand.
Successful account managers have first-hand knowledge of the products and services they represent. They must be able to respond to customer questions and queries intelligently. As part of their project management roles, account managers may need to proactively escalate a variety of issues. This requires the ability to determine what type of situation needs to be escalated.
The escalation process often requires technical account managers to be able to advocate for the customer. They must be able to explain to other internal departments the importance of resolving the issue and follow up regularly until resolution is achieved. Technical expertise comes into play with escalation, as the account manager will often need to explain the issue in detail, describe steps already taken, and communicate resolution progress to the customer.