Technical Account Manager 24/7 Customer
THIS JOB HAS EXPIRED Summary:
Post implementation technical account management and operational support of existing and new customer care services, in assigned enterprise account(s).
1.Provide post implementation technical account management and operational support of existing and new customer care services, in assigned enterprise account(s).
2.Maintain a high level of client satisfaction while maximizing client revenue and profitability.
3.Diagnose and manage operational issues. Report on incidents and help prepare root-cause analyses.
4.Perform client-specific reporting and operational activities.
5.Understand the client?s business (priorities, business levers, political situation), objectives, products, marketing strategies, competitors, requirements, operational sensitivities and technical capabilities.
6.Maintain 18-24 month Application and Operations roadmap with plans for existing services and executive relationship mapping
7.Participate in periodic account reviews. Partner with account management to deliver challenging messages.
8.Skillfully manage clients through difficult situations.
9.Ensure correct billing of services
10.Follow-up of proactive support designed to reduce reactive support cases and costs. Review program metrics that validate success metrics. Continually evaluate application/platform performance in order to further refine existing solutions
11.Provide feedback to Product Teams on serviceability, supportability, and customer product experience
12.25% travel required.
?Experience in Account/Client Relationship Management, Project Management, Data Analysis, UX Design/Analysis, Operational/Incident management and Partner Management
?Excellent interpersonal, client-management, oral and written communication skills
?Excellent initiation and follow-through on client requests
?Ability to quickly understand technology and explain it in non-technical terms to business people; Ability to effectively communicate with engineers and operations staff
?Ability to understand multi-tier system architectures
?Self-motivated, with proven ability to own problems through resolution
?48 months experience in technical support and/or client-facing support services account management. In lieu of a Bachelor's degree, employer will accept 2 additional years of experience in technical support and/or support services account management.
?Additional experience in the following is a plus: Account/Client Relationship Management, Project Management, Data Analysis, UX design/analysis, Managing software localization projects, Reporting, Sales, Operational/Incident Management, Debugging, and Partner Management.
?Knowledge in these areas is desirable:
?Customer care technologies (Telecommunications, Computer Telephony Integration, Call Routing, Contact Centers)
||910 East Hamilton Avenue |
Campbell, CA 95008
THIS JOB HAS EXPIRED