Jenna Carman

As a Technical Account Manager I act as a strategic partner and primary technical contact for high-value clients, partnering closely with stakeholders to maximize software adoption and achieve their business goals. My responsibilities vary from building and implementing complex technical solutions and product configuration to proactive technical support, client management and satisfaction.

• Served as the strategic technical partner and primary point of contact for 22 high-value client accounts, driving long-term retention, platform adoption, and business growth.
• Delivered bespoke technical consulting aligned to client strategy, including site audits, complex product configuration, system redesigns, and expansion-ready setups.
• Owned and delivered complex, multi-phase technical projects, ranging from advanced configuration and data/reporting initiatives to large-scale growth and expansion support.
• Acted as escalation point of contact for high-complexity technical issues, coordinating cross-functionally to resolve challenges efficiently and protect client relationships.
• Leveraged SQL and advanced data analysis to scope and deliver both technical and reporting projects and insights to clients.
• Led structured onboarding, training, and change management for clients, minimising disruption, combating staff turnover, and accelerating time-to-value.
• Maintained recurring strategic and technical meetings with clients, proactively identifying optimization opportunities and recommending best practices.
• Partnered closely with internal teams, such as, Strategic Account Managers, Product, Engineering, and Senior Leadership to align technical execution with commercial and product priorities.
• Assisted in training and mentoring Associate Technical Account Managers, supporting onboarding, product knowledge transfer, and development of technical and client-facing capabilities.
• Awarded the company-wide “No Pain, No Gain” Award, recognizing exceptional performance, resilience, and impact across the organization.

• As an Associate Technical Account Manager, I have contributed to delivering essential technical support and account management services to a designated customer base, while assisting Technical Account Managers (TAMs) with various projects.
• Provided essential technical support and account management services to a designated customer base, assisting Technical Account Managers (TAMs) with various projects.
• Supported TAMs in resolving complex technical issues and implementing effective solutions.
• Conducted TAM consultations, working closely with customers to understand their business models and technical needs while optimizing their use of the Mindbody software platform.
• Adopted TAM responsibilities by collaborating with a Strategic Account Manager on several strategic accounts, contributing to projects such as site clean-ups, site setup, membership and contract creation, and technical support.
• Acted as a liaison between customers and internal teams, ensuring client concerns were addressed and solutions implemented.
• Continuously expanded product knowledge in the technical account management space.
• Provided support for the Strategic Account support queue, resolving queries and addressing issues for ClassPass.
• Managed and contributed to projects, including site updates, spot allocation adjustments, rule amendments, and pricing updates for strategic accounts.
• Assisted in training two new hires by offering 1-on-1 case support, creating training documentation, and leading collaborative sessions to resolve cases and address questions.

• 360 recruitment - Managing the full end-end lifecycle of the process from both the client and candidate side.
• Account management - Building and maintaining strong, long-term relationships with a portfolio of key clients, understanding their business goals and challenges to provide tailored solutions.
• Identify and pursue opportunities for account growth, through upselling and cross-selling services.
• Generating new leads and chasing existing leads to ensure proactive business development.
• Serve as the primary point of contact for clients, facilitating clear and open communication between the client and the company's internal teams.

• 360 recruitment - Managing the full end-end lifecycle of the process from both the client and candidate sides.
• Managing entire recruitment process of sourcing, screening, shortlisting, and pre-qualifying IT professionals in the UK market to guiding them through the interview process and successfully securing a new role.
• Building high-quality rapport with clients and candidates to build and maintain new and existing relationships.
• Updating ATS/CRM.
• Generating new leads and chasing existing leads to ensure proactive business development.
• Generating new business and negotiating terms with new & existing clients.
• Serve as the primary point of contact for clients, facilitating clear and open communication between the client and the company's internal teams.
• Proactively address and resolve client issues, concerns, and complaints, ensuring high levels of client satisfaction.
• Achieved a promotion within first 6 months by hitting both revenue targets & behavioural targets.
• Secured a place on both incentive trips in H1 & H2 (target being 115% of your half year target).
• Achieved 120% of target in 2022.
• Consultant of the month May & July '21 for billing the most in these months.
• Hitting criteria for a payrise at ITECCO within 5 months.

• 360 recruitment - Managing the full end-end lifecycle of the process from both the client and candidate sides.
• Sourcing, screening, shortlisting, and prequalifying IT professionals.
• Successfully built out a brand new desk for the Netherlands market alongside the director specialising in the Change & Transformation sector, with the team growing from 2 to 5 consultants.
• Discovery of new software tools to aid BD and candidate generation.
• Generating new business, agreeing and negotiating terms with new clients.