Description
We are looking for a highly skilled and relationship-driven Partner Technical Account Manager (TAM) to serve as the dedicated technical liaison for our premier Israeli partner, Consist.
Consist is responsible for over 500 Israeli accounts utilizing SysAid, acting as the Level 1 Support and primary point of contact for these customers. In this highly visible, single-partner role, you will be the vital bridge between Consist, their vast customer base, and SysAid’s internal teams. You will deeply understand the technical realities of their end-customers, act as Consist's trusted advisor on best practices, and serve as their fiercest advocate within SysAid’s R&D and Product departments.
What You'll Do
- Sole Technical Point of Contact: Serve as the exclusive technical escalation point and strategic advisor for the Consist team, managing all complex issues, technical inquiries, and high-priority roadblocks.
- Master of Customer Infrastructure: Develop a comprehensive understanding of the diverse architectures, IT environments, and unique business needs across Consist’s portfolio of 500+ end-customers.
- Internal Advocacy & Prioritization: Serve as the voice of Consist and their customers within SysAid. Liaise directly with our R&D and Product teams to push for faster prioritization of critical bug fixes, escalate pressing issues, and champion necessary feature requests.
- Implementation & Best Practices: Guide the Consist team on best practices for SysAid Spaces and Copilot implementations. Proactively identify ways to optimize configurations, streamline deployments, and ensure their customers are extracting maximum value from our platform.
- Strategic Engagements: Conduct regular syncs and technical workshops with the Consist team. Additionally, participate in joint meetings alongside Consist with their key end-customers to provide high-level architectural guidance and executive technical support.
- Enablement & Knowledge Transfer: Empower Consist's L1 support and technical teams by sharing advanced troubleshooting techniques, product updates, and roadmap insights to help them serve their customers more effectively.
Requirements
- Experience: At least 1 year of experience in a Technical Account Management, Solutions Architecture, or Tier-3/Escalation Engineering role within a B2B SaaS, Enterprise Software, or ITSM environment.
- Technical Chops: Strong foundational knowledge relevant to IT Service Management (ITSM) environments. This includes understanding Server environments, Active Directory/SSO integrations, databases (SQL), networking concepts, and RESTful APIs.
- Partner & Scale Management: Proven ability to manage a strategic channel partner or a massive, diverse portfolio of end-user environments indirectly through a partner ecosystem.
- Cultural Fluency & Relationship Building: Deep understanding of the fast-paced, direct ("tachles") Israeli tech culture. You know how to push back professionally, negotiate effectively, and build unwavering trust with partner leadership, end-customers, and internal R&D teams alike.
- Communication Skills: Exceptional verbal and written communication skills with the ability to translate complex technical jargon into business value, and vice versa.
- Languages: Native-level fluency in Hebrew and professional proficiency in English (both written and spoken) are strictly required.
- Problem-Solving: A proactive, analytical mindset with a proven track record of managing complex technical escalations under pressure and driving them to resolution.
Bonus Points (Nice-to-Haves)
- Deep domain expertise in the ITSM, ITIL, or Service Desk industry.
- Previous experience specifically managing Channel Partners, MSPs (Managed Service Providers), or Resellers.
- Familiarity with the specific IT challenges and infrastructure trends within the broader Israeli enterprise and public sector markets.
