Technical Account Manager

Work location:

CDS 137 Northfield Dr

City:

Waterloo

What you will do:

The Technical Account Manager (TAM) is a key stakeholder in managing CDM’s customer relationships. The TAM will oversee a portfolio of clients, ensuring the relationships remain healthy through strong communications & governance across the technology and services provided by CDM. The TAM closely collaborates with departments across CDM to activate the vision.

This is a hybrid position. Office location is 137 Northfield Drive West, Waterloo.

Key Responsibilities

Customer Projects

• Oversight, indirect management and technical support to project teams, vendors and customer.
• Partner with PMO resources to ensure proper identification, tracking, status, risks, and key decision points are communicated effectively.

Governance

Communication and reporting

• Primary person to work with customer on technical matters that come up through regular customer meetings and quarterly business reviews.
• Review and monitoring of service performance, sharing insights with customers
• Engage cross functionally with internal teams to satisfy reporting and product needs on client’s behalf
• Act as an escalation point to customers
• Communicate proactively with Clients regarding product and program information, supportability issues and strategic product plans

Contract review and compliance

• Understand commitments outlined in customer and vendor contracts
• Support sales team with contract renewals
• Lead internal stakeholders and 3rd party support partners to ensure proper escalation and resolution processes are utilized

Financial

• Understand customers financial performance through regular review of P&L, understanding revenue and cost impacts.
• Provide insights, and opportunities to sales and operational teams through analysis of financial performance.
• Contribute to the identification of customer needs to help drive new solutions, software tools, problem resolution and upsell opportunities

Customer Relationships

• Build and nurture customer relationships, specifically with technical and operational stakeholders
• Technical understanding and oversight of all CDM’s services and how they are applied to customers
• Consult and collaborate with CDM sales to understand customers current and upcoming needs
• Develop strong relationships and work closely with our technology, operations, and sales teams to facilitate solutions to customer issues, whether it be process, technical or service related. 
• Actively participate in customer QBR’s
• Collaborate with other TAM’s to document best practices and contribute to enriching internal processes for CDM

Technical Solutioning

• Solves the technically focused problems associated with existing services and customers.
• Key responsibilities include the identification of requirements, working with internal SME’s to develop solutions, development of pricing proposals, creation of scope of work documents.
• Consult and collaborate with TSM’s on any new solutions being added to or significant changes to in existing customers environment.

Product & Industry Knowledge

• Continued growth as a CDM subject matter expert by understanding our evolving internal technologies, services and solutions as well as external technologies through industry research, liaising with partner ecosystem and attending client or industry events. 

Education & Certification

• Degree or diploma in Business, Technology, Operations or Marketing
•  Hardware/software/network certifications

 Experience

• 5 years relevant experience with business, marketing, technology and/or strategy implementation
• Customer service managing direct communication to multiple stakeholders
• Experience working within a team within a large, complex high-tech or software focused organization

Knowledge, Skills and Abilities

• Strong relationship building skills and conflict negotiation skills
• Strong written and verbal communication skills; including the ability to present technical issues to a non-technical audience; and the ability to escalate up effectively
• Demonstrated ability to manage multiple customers concurrently and deliver results under pressure
• Ability to think critically; to identify problems and explore options to evaluate and implements real-time
• Comfortable working in a fast pace, diverse, environment where change is the only constant.
• Self-starter, capable of working independently and remotely
• Ability to be on call in afte