Technical Account Manager

At 8x8 Inc. [Nasdaq:EGHT] we put communications at the heart of our business and build technology that allows people to connect anytime, anywhere they are in the world, and on any device. XCaaS - the 8x8 Experience Communications Platform - brings together Employee and Customer Experience, enabling hybrid workforces across the globe to connect, collaborate, and delight customers, while providing businesses with real-time communications analytics, intelligence and unique insights.

Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.

Description

The Technical Account Managers (TAM) primary role is to be a trusted technical advisor for 8x8 XCaaS strategic customers. The TAM ensures customers are wildly successful with all facets of the 8x8 XCaaS solution regardless of the customers size and complexity. The TAM works directly with the customers during all post sales phases of the customers life cycle and during that time builds deep professional relationships through the customers organization. The TAM is a leader in the company, they are trusted with the largest and most complex 8x8 accounts. They possess a positive “can do '' demeanor and are highly motivated to ensure their customers' success.  

The TAM will also be part of the Premium Plus Support team that will provide essential technical services to 8x8 XCaaS strategic customers.

Success in this role requires the ability to understand a customer’s complex business needs and drivers then formulate a strategic solution to these requirements. The TAMs will be charged with driving to resolution complex technical problems that will often require cross functional engagements while ensuring a positive customer experience.  

Responsibilities

Strategic Technical Advisor – You will be required to evaluate a customer’s current business communication strategies and current business needs/drivers then provide guidance on how best the customers can leverage the 8x8 XCaaS solution. This requires a deep level of industry knowledge as well a comprehensive understanding of the 8x8 XCaaS product portfolio, solution features and uses. You will be tasked with making the appropriate strategic recommendations and ensuring the current solution architecture is designed appropriately to support the needed enhancements, business requirements, and drivers. You will own the end-to-end success and adoption of the 8x8 XCaaS solution being delivered.

Tactical Engagements – You will be tasked with being the champion for 8x8 XCaaS product issues ensuring timely resolutions as well as implementation of the required resolution. You will manage customer crises with the 8x8 XCaaS solution ensuring all parties are engaged and informed. You will drive resolution, drive assigned actions and work cross functionally as needed. You will be expected to do deep technical troubleshooting as needed to assist in resolving product issues.

Account Management – You may be tasked with conducting recurring calls with customers, participating in business reviews, and conducting site visits. You will work to build deep professional relationships with the customers staff from the “C” level down to the IT/Telecom team. You may also be required to provide high level project management, ensuring all required steps with the 8x8 XCaaS solution are being executed as outlined.

Knowledge Building/Mentoring – You will be expected to provide technical consulting and training to both the customer