Job overview:

The Technical Account Manager I (TAM I) is a customer-facing, technically proficient professional responsible for supporting day-to-day needs of a portfolio of assigned accounts. Typically aligned to smaller or mid-tier customers, the TAM I ensures smooth onboarding, ongoing technical guidance, and proactive support to maximize product value and customer satisfaction. This role collaborates closely with internal teams to resolve moderately complex issues and contributes to knowledge-sharing initiatives.

Who you report to: Director, Services – Global Technical Support

What we offer:

Ross offers competitive salaries, comprehensive health plans, and several perks to help you perform at your best. Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, an employee share ownership program, development support, and a ton of fun social activities and events! Best of all, you will be part of the Ross Video family, and we've got an energizing environment here.

What the job is all about:

• Serve as the primary point of contact for customer accounts, responding to technical inquiries and providing clear, actionable guidance.
• Guide customers through technical onboarding, ensuring successful adoption and configuration of Ross products.
• Offer product usage advice and best practices that align with customer business goals, escalating more complex issues where needed.
• Resolve technical problems by applying product knowledge, research, and collaboration with internal engineering and support teams.
• Maintain detailed customer interaction records and ensure timely follow-up on outstanding issues.
• Contribute to internal documentation, FAQs, and knowledge base resources to support scalable service delivery.
• Provide input to product teams based on recurring customer feedback or pain points.

Who you are:

• Bachelor’s degree in a technical field or equivalent experience.
• Minimum 3 years in technical support, systems integration, or account management roles.
• Solid understanding of Ross Video’s core product portfolio and the broadcast industry.
• Comfortable solving technical issues with guidance; escalates or consults when necessary.
• Excellent interpersonal and communication skills; able to build rapport and trust with customers.
• Familiarity with CRM and ticketing systems (e.g., Salesforce, Jira).
• Able to manage several accounts and competing priorities simultaneously.

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