Doxis
Technical Account Manager
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Technical Account Manager - Platinum Customers
As a Technical Account Manager focusing on our Platinum customers at Doxis, you will be responsible for building and maintaining relationships with our most important customers. You will ensure that they receive outstanding service and get the most out of Doxis software solutions.
Your focus will be on providing individual support, implementing strategic initiatives, and ensuring that our Platinum customers achieve their business goals through the effective use of our products.
Your Responsibilities
Strategic relationship management:
- You will be the main point of contact for Platinum customers and will build strong, strategic relationships.
- You understand your customers' goals and challenges and develop customized success plans.
- You understand customer-specific operational, contractual and service reporting requirements and ensure that service reviews and customer communication are aligned accordingly.
Onboarding & product usage:
- You ensure a smooth start and successful implementation of Doxis solutions.
- You will conduct individual training sessions to maximize product acceptance and usage.
Technical support & problem solving:
- You will be the main contact person for technical questions, analyze complex problems related to Doxis software, operating systems, databases, and networks, and develop solutions together with our specialists.
- You will proactively identify potential problems and ensure that escalations are handled quickly.
- You assess technical issues in terms of customer impact, SLA/KPI relevance, reporting obligations and required follow-up actions.
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Product optimization & performance monitoring:
- You monitor product usage, service performance, availability, responsiveness, incident trends and operational KPIs.
- You create customer-ready service reports with clear insights, deviations, risks and concrete recommendations for action.
- You coordinate the collection and validation of reporting data from Managed Services, Support, Cloud Operations, Security, Product and Finance.
Service governance & reporting:
- You prepare and support regular customer service review meetings, including SLA/KPI status, incidents, changes, releases, improvement actions and upcoming updates.
- You help translate contractual reporting requirements into practical internal processes, measurable KPIs, clear ownership and customer-facing report formats.
- You track agreed actions, recurring issues and improvement measures across internal teams and ensure transparent follow-up with the customer.
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Account growth & collaboration:
- You identify upselling and cross-selling opportunities that match customer needs.
- You work closely with Sales, Product, Support, Managed Services, Cloud Operations, Security, Compliance and Finance to drive customer success, operational transparency and continuous service improvement.
Your Profile
- You have experience in service management, service governance or operational reporting for enterprise customers, ideally in SaaS, cloud or managed services environments.
- You understand ITIL-based service management processes, especially incident, problem, change, service level and continual improvement management.
- You are able to interpret service level and reporting requirements and translate them into clear KPIs, responsibilities and customer-facing reports.
- You have strong organizational skills and are able to coordinate input from multiple internal teams, manage deadlines and ensure consistent reporting quality.
- You have a strong technical interest, recognize connections, and find suitable solutions to problems that arise.
- Experience with ServiceNow, monitoring, dashboarding or reporting tools is an advantage.
- Whether with customers or colleagues, you communicate confidently in English. German language skills are an advantage.
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