Job Description:
Job title: Technical Account Manager
Work Setup: WAHA (Work at home)
Shift: Shifting Schedule
Role Type: Individual Contributor
Salary: Max of 150k per month
Benefits: HMO(300k per illness/year; no free dependents), PTO Credits of up to 30days on their 5th year, Life and Accident Insurance
Job Description:
PURPOSE OF POSITION:
The Technical Account Manager works directly with the Teleperformance client base and owns the overall IT relationship between the clients IT department and Teleperformance. In most cases these are Teleperformances 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 Teleperformance. 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 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, project management, team work, collaboration, leadership, adaptability, and conflict resolution. TPMs interact with their customers in many ways including phone, chat, Teams, Zoom, Webex and faceto-face meetings when appropriate.
PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS:
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 clients 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 Lead and direct the work of others, requiring a wide degree of creativity and latitude
Coordinate with the IT teams in order to provide timely delivery of projects/tasks as per clients request.
Projects may include such things as new initiatives, new locations to provide service from, new technologies, and environment upgrades
Hold regularly scheduled meetings for project review, open items, and task review
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
Participate and address production affecting outages specific to assigned client(s)
Evaluate client(s) projects, opportunities and offer technical solutions as well as Teleperformance solutions to fill gaps, improve performance and efficiency
Assist with completing and updating technical documentation
Assist in facilitating client(s) and internal audits of the client(s) technical requirements
Work during primary client(s) hours of operation
Occasional on-call or after-work hours may be required to serve the customer
Travel as needed
Requirements:
Bachelors degree or equivalent experience
3-5 years of experience in the IT side of the Call Center industry
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
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 8:00am to 5:00pm (MST)
Must be flexible to accommodate after-hour projects and on-call work when needed
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
Active passport
Qualified candidates should send CV to deborah@gratitudeindia.com indicating the subject.