Technical Account Manager
So come on, now we need your full concentration because it’s time to imagine what it’s like being a Technical Account Manager.
Imagine yourself going to work with one thing on your mind: you will be supporting small and large programs. As you tackle your new tasks for the day, you know that it will lead to one thing your department believes in: that you will be responsible for assuring program technical contractual commitments, technology related communications, issues, changes and new initiatives are managed between Technology and other internal/external stakeholders.
As a Technical Account Manager, you will be the primary technology point of contact for assigned programs, facilitating business needs back to the Technology organization. You will be partnering with internal and external stakeholders on business needs and executions. You will act as a conduit between customers and product and service developers, providing customer(s) feedback and insights about the effectiveness of the services provided. You will assist in identifying client needs so they can be informed of updates or upgrades that may be beneficial to their business. You will assure new or growth strategies are communicated to Technology in a timely manner. You assure the compliance of program technology contractual commitments throughout lifecycle of program. You will support customers during sales and discovery phases and providing technical insight while customer(s) are choosing services. Limited travel to client’s business, assisting with technical training, assess issues that arise and providing technical support. You will also be supporting clients and business with ad-hoc technical reports about the status of an internal system or product and how effectively they are working.
So, do you have what it takes to become a Technical Account Manager?
So, what is it we’re looking for? Well, since this is a manager post, we need someone who’s energetic, client experienced with business process outsourcing (BPO) and cloud-based technologies experience. We need someone with the following skills: strong communication and interpersonal skills, facilitation and meeting management skills, the ability to work with global stakeholders and delivery team members. In terms of behavioral characteristics we need someone who has ethics and integrity. Someone with problem management and resolution experience, someone with strong client-facing written and verbal experience, someone with experience with knowledge management systems (Confluence, Google Docs, etc.), end-to-end technology knowledge, such as (Desktop, Network Infrastructure, Applications, Cloud CRM tools, etc.).
What else? We also need someone with experience with technical project management and some call center industry is strongly preferred to help transition into supporting Technology, Client Services and other business groups quickly upon hire. What else? We need someone who has a degree in business management, computer science or equivalent work experience. We also need someone who has 3+ years of experience in performing technical account, project or product management. Someone who has analytical skills in assessing technical issues and identifying the source of the problem. Someone with 2-4 years of call center experience. Someone with strong English proficiency. We need someone who has strong attention to detail and has solid analytical base. Someone with strong knowledge of Microsoft Office applications including Project, Word, Excel, Visio and PowerPoint. Some knowledge of Google Suites including Sheet, Slides, Docs. Someone who’s willing to travel up to 25% for business and client-related engagements.
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