Technical Account Manager - Ccaas (Al)

The Technical Account Manager works directly with the Senture client base and owns the overall IT relationship between the client’s IT department and Senture. In most cases these are Senture’s largest and most complex clients. The Technical Account Manager (TAM) is the single point of contact and advocate for the client and their initiatives inside Senture.

Our TAMs are established and practiced client management professionals who are tasked to exceed customer expectations through increased communication, process and technology improvement, delivery of customized IT solutions, environment analysis, and solving complex problems. The TAM works directly with the IT Infrastructure teams and IT Executive Management to gain sponsorship for their initiatives, elimination of red tape, and exceeding client goals. Implements a stakeholder engagement and communications plan, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. The TAM collects and uses feedback from clients and stakeholders to help measure effectiveness of stakeholder management as well as supports transformation and innovation initiatives for their client(s).

The TAMs possess a wide range of technical skills including an extensive IT Project Management background (PMP/Scrum/Agile), technical background in IVR/call delivery, PBX management, VoIP, SIP, networking, security, firewalling, server/data center environments, cloud hosting, domain/desktop standards, and application deployment. Soft skills include account management expertise, communication, teamwork, collaboration, leadership, adaptability, and conflict resolution. TAMs interact with their customers in many ways including phone, chat, Teams, Zoom, Webex and face-to-face meetings when appropriate.

PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS

• Develop relationships with key business and IT partners and become an authority on a customer’s implementation by understanding their top business goals and priorities.
• Partner with the other members of the account team to strategize, orchestrate and execute activities tailored to each customer
• Attain Trusted Advisor status with both key business and technical decision-makers.
• Provide proactive Communications in the event of service degradation or disruption.
• Provide timely account or executive level summary status reports both internally and to the customer.
• Lead Technical Health Reviews and provide relevant technical recommendations on solutions and enhancements specific to customers’ business needs.
• Forewarn customers of technology changes or potential disruptions to their service and advise on mitigation strategies.
• Ensure value realization by increasing adoption, optimizing technology, managing complexity, and evangelizing best practices
• Increase customers' efficiency by preventing issues, resolving challenges and helping them to leverage new capabilities faster
• Provide and maintain an IT Roadmap, outlining Teleperformance’s future state of solutions and services with detailed milestones
• Develop and maintain a strong relationship with assigned client(s) and their stakeholders.
• Oversee all technical aspects of client(s) and their projects, including technology health.
• Gain a thorough understanding of the client’s IT environment and initiatives.
• Set deadlines, assign responsibilities, monitor, and summarize progress of project.
• Prepare reports for upper management regarding status of client(s) and their project(s).
• Become familiar with and demonstrate a variety of contact center concepts, practices, technology, and procedures.
• Drive overall client satisfaction.
• Rely on experience and judgment to plan and accomplish goals.
• Be accessible, approachable, and responsive to client requests.
• Perform other related duties and assignments as required and as assigned by supervisor or manager.
• Thrive as a team player in a fast-paced, high-energy, change-oriented environment.
• Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc. Ensure exceptions or infractions are escalated to management appropriately.
• Evaluate client(s) projects and offer technical solutions to fill gaps and improve performance.
• Work during primary client(s) hours of operation.
• Provide post sales support for CCaaS solutions and transformation objectives for clients and company.
• Occasional on-call or after-work hours may be required to serve the customer.
• Travel as needed.

QUALIFICATIONS

• Bachelor’s degree or equivalent experience
• 1+ years of experience with government projects and government entities (Highly Desirable)
• 2+ Experience with CCaaS implementation and post-sales support of CCaaS. (Highly Desirable)
• BPO / MSP experience desirable (Highly Desirable)
• 3-5 years of experience in the IT side of the Call Center industry.
• Prior experience as a Technical Account Manager or other technical customer-facing role.
• Demonstrated technical problem solving proficiency
• Excellent customer service and communication skills, both verbal and written
• The ability to multi-task and work under stress to meet deadlines
• Detail oriented with strong organizational skills
• Exposure to data-centric environments (reporting skills, data aggregation & analysis, using data to identify problems and propose solutions/workarounds).
• Experience with managing timelines, resources, and tasks
• Proficiency in Microsoft Office Applications
• Presentation skills
• Must be able to travel
• Must be able to work Monday through Friday primarily between the hours of 8am to 5pm (MST)
• Must be flexible to accommodate after-hour projects and on-call work when needed
• Must obtain and maintain required federal government clearances. US Citizenship required.

HIGHLY DESIRED

• IT Project Management background (PMP/Scrum/Agile)
• Technical background in call center technologies including IVR/call delivery, PBX management, VoIP, SIP, networking, security, firewalling, server/data center environments, cloud hosting, domain/desktop standards, and application deployment
• Incident Management and technical troubleshooting experience.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.