Technical Account Manager

Role description

Overview

Senior Technical Account Manager - SaaS | CCaaS | Telephony | Telecoms

Working at the forefront of AI technology provides a great learning experience that will present you with skills and experience for the next generation of customer success and customer experience CX solutions.

The role of Senior Technical Account Manager (TAM) is part of the professional services team and is a post-sales focused technical support and customer management role.

You will join a team of experienced customer account managers with the aim to support customers with operational and technical queries, improve process, technology deployment and to help the company meet its growth objectives.

Interaction with customers will be done via phone, email, chat and WebEx, with face to face meetings as necessary and/or appropriate. The TAM will work both independently and in concert with Sales, Technical Support, Professional Services and other teams to ensure the highest levels of customer success, providing a collaborative solution that will leave the customer with a positive experience and a product that meets their needs.

Responsibilities

The content in the original describes responsibilities through continuous narrative; the following summarizes the key responsibilities based on the given text:

• Provide post-sales technical support and customer management.
• Assist customers with operational and technical queries.
• Improve processes and technology deployment to support growth objectives.
• Collaborate with Sales, Technical Support, Professional Services and other teams to ensure customer success.
• Maintain positive customer experience and ensure the product meets customer needs.

Experience Requirements

• 5+ years in a Technical Services role in software, telecommunications or in customer service, call/contact centre and/or service delivery.
• Demonstrated technical problem solving proficiency in Software and/or Telephony.
• Excellent analytical and advanced troubleshooting skills with end-users/customers.
• Excellent customer service and communication skills, both verbal and written.
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport.

Experience Preferred

• Working technical knowledge of contact centre software / design / functionality.
• TCP/IP networking knowledge and VoIP technology exposure.
• Comprehensive knowledge of TCP/IP, telecom circuits from DS0 through OC-48.
• Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP).
• Understanding of basic scripting fundamentals.
• Understanding of TCP/IP and internet fundamentals.
• Software, telecommunications and IP Telephony.

UK Remote. You must be based in the UK and be eligible for security clearance.

Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.

Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Technology, Information and Internet

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Eligibility & Location

Location: UK Remote. You must be based in the UK and be eligible for security clearance.

We’re not including the non-essential job postings and unrelated listings that appeared in the original description.