Technical Account Manager

Overview

Technical Account Manager

Remote | Poland – French Speaking

About the Role

The Technical Account Manager is responsible for guiding customers to a successful outcome. Acting as a dedicated customer advocate, this role ensures that technical issues are resolved with high quality and in alignment with customer priorities — while building lasting relationships that drive long-term satisfaction and growth.

Your Role Responsibilities? Here's What You'll Do.

• Provide technical support to customers for critical issues, coordinating support cases with regard to priority and information to ensure timely, high-quality resolution aligned with customer priorities.
• Conduct regular case reviews and health checks for each customer, and assist with upgrade planning and activities to ensure continued system stability and performance.
• Set up and maintain a company system similar to the customer's environment, and document and maintain comprehensive documentation to share knowledge with team members and customers.
• Collaborate with internal teams to provide best practice advice, identify potential workarounds, and deliver effective and informed support to customers.
• Partner with cross-functional teams to ensure customer needs are met, identify potential growth opportunities, and act as a trusted advocate for the customer throughout the support lifecycle.
• Leverage strong critical thinking and problem-solving skills to analyze complex technical issues, escalate appropriately, and drive resolution with a sense of urgency and professionalism.

Role Essentials

• Bachelor's degree or equivalent experience, with ECM experience and a strong understanding of standard support processes and escalation management.
• Experience writing and understanding source code for support requirements, with the ability to trace and debug web applications and tune operating system and web technology performance.
• Background in working with ECM applications - preferably Alfresco and/or Nuxeo
• Good communication skills in French
• Understanding of network protocol layers, security layers, domain models, relational databases, and web application servers.
• Strong oral and written communication skills with a professional demeanor and the ability to interact with others with discretion and tact.
• Strong critical thinking, problem-solving, and organizational skills with the ability to manage multiple priorities in a fast-paced, deadline-driven environment.

What We'd Like to See

• Experience deploying applications to cloud environments, with a basic understanding of project management and development processes.
• Strong facilitation and project management skills with the ability to develop and deliver engaging, informative presentations to customers and stakeholders.
• Ability to work independently as well as collaboratively within a team environment, with a strong focus on driving positive customer outcomes.
• Proficiency with Microsoft Windows and Office products to support day-to-day operations.
• Willingness to travel up to 15% of the time to support customer engagements and business needs.

Pay Transparency

19,000 – 22,500 PLN gross monthly (employment contract / umowa o pracę)

About Hyland

Hyland is the pioneer of the Content Innovation Cloud™, delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation.

Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com.

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#HylandLife

Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do – whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.

As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.

Equal Opportunity Statement

Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.