Associate technical account manager - sql focused (remote - mexico only)
hermosillo, mexico
the varicent associate tam works alongside technical account managers within the customer success organization with a portfolio of clients who have subscribed to the vip program. The associate tam will act as a varicent adviser to client resources with the aim to maximize the vip client’s return on their varicent investment. The role requires building strong relationships with all stakeholders and supporting business goals by solving go‑to‑market challenges with innovative solutions. This includes answering product, process, and solution‑specific questions as well as proactively monitoring existing solutions for optimal performance. Adapting and evolving existing solutions with the integration of new features will help drive the value of varicent solutions. Working in tandem with the primary tam, the associate tam will own the customer’s technical success and support all system and solution‑focused conversations.
key responsibilities
* advanced sql is mandatory.
* support the primary tam in monitoring the health and performance of varicent solutions across a portfolio of vip customers.
* assist in coaching users on foundational varicent functionality, configuration concepts, and best‑practice methodologies.
* participate in reviewing new features, fixes, and release notes to assess potential impact on the customer’s environment.
* contribute to configuring varicent solutions based on documented customer requirements, under guidance from the senior tam.
* prepare and share monthly performance, utilization, and support‑related metric summaries.
* analyze solution usage and data patterns to help identify potential issues or areas for optimization.
* assist in implementing proactive maintenance actions and solution improvements.
* collaborate with tams and internal teams to troubleshoot errors, investigate defects, and support solution optimization efforts.
* identify opportunities for customer value realization and surface to the primary tam for strategic review.
* contribute to customer conversations that frame varicent products as targeted solutions to process challenges, enabling thoughtful upsell, cross‑sell, and expansion motions.
* partner with the tam team to support sustainable customer engagement, project outcomes, and product adoption.
* contribute to planning and estimating tasks within the technical success journey, ensuring alignment within available customer vip entitlement.
* work with internal stakeholders to understand change management processes and assist in recommending improvements where appropriate.
* collaborate with tams to maintain reusable object repository.
education & experience
* at least 5 years of experience in it consulting or enterprise software implementation.
* prior experience with query‑based languages and relational databases.
* technical data skills including strong experience with sql data manipulation, microsoft excel.
* preferred: understanding of sales performance management domain.
* strongly preferred: hands‑on experience of varicent software products (administering, implementing, and/or supporting).
* basic knowledge of system configurations, data models, and data integration best‑practice concepts.
performance based success criteria
1‑3 months
* familiarize with company culture, policies, escalation paths, and internal systems.
* complete training and onboarding.
* learn the various systems used in daily operations.
* participate in team meetings and events.
* complete all onboarding activities and training with passing grades.
* be seen by peers as responsive and professional.
* demonstrate curiosity and engagement.
4‑6 months
* begin managing defined customer work triaged by your technical account manager cohorts.
* adhere to vip program deliverables, including task tracking against active initiatives.
* prioritize tasks, escape blockers, communicate effectively, and demonstrate problem resolution, personal growth, and adaptability.
* support data validation, report creation, performance troubleshooting, and configuration changes as needed.
* complete assigned technical work with some oversight.
* demonstrate an understanding of model structure and customer needs.
* provide meaningful updates and documentation.
7 months & beyond
* manage a full client portfolio.
* operate as a trusted technical partner, supporting the tam at a strategic level.
* independently deliver core tam activities.
* troubleshoot and provide support.
* document changes and existing builds.
* generate usage, performance, and status reporting (flagging important data points).
* participate in journey/plan execution.
after 12 months
* perform all duties of a tam.
* perform a complete annual health check.
* articulate findings, risks, and recommendations.
* support cross‑selling initiatives by documenting use cases and your portfolio’s technical needs.
* build customer confidence and satisfaction.
* manage portfolio with minimal oversight and escalation.
* deliver high‑quality work within contractual hours.
* complete annual health check independently.
equal employment opportunity
varicent is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require accommodation at any time during the recruitment process, please email accomodations@varicent.com.
compliance and privacy
varicent is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
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