Technical account manager

Gratitude Inc

850 Views

15 hours ago

3-10 Year(s)

₱ 140 - ₱ 150K p.m

Cebu Central Visayas
(Base Location for WFH)

Job Description

Key Skills

Accounts Accounts Management

10 candidate(s) have already applied for this Job. Apply now

Description / Requirements

Would like to ask for your assistance in endorsing candidates for the role below. Please see attached Excel file for the JD. The role is urgently needed and your partnership is highly appreciated.

Title: Technical Account Manager – 3HC

Work Setup: WFH/Remote

Shift: Night-Shift

Salary: Cap of 150k Package

Technical Account Manager

Job Description:

PURPOSE OF POSITION

The Technical Account Manager works directly with the Teleperformance client base and owns the overall IT

relationship between the client’s IT department and Teleperformance. In most cases these are Teleperformance’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 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,

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 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 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 client’s 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:

• Bachelor’s degree or equivalent experience

• 3-5 years of experience in the IT side of the Call Center industry

Role

Manager-Technical

Timings

Rotational Shifts (Permanent)

Industry

Accounting / Finance

Work Mode

Work from Home

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Sunday Agee

Recruiter - Gratitude Inc

NA, nigeria

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