Technical Account Manager

Overview

 

About us

 

Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

With more than 410,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

 

This position is being sourced by Teleperformance on behalf of Senture, a Teleperformance company. Please keep in mind this position will report to Senture.

  

Benefits of working with Senture include

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee engagement program

Purpose of Position

The Technical Account Manager works directly with the Senture client base and owns the overall IT relationship between the client’s IT department and Senture. In most cases these are Senture’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 Senture.

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 an extensive IT Project Management background (PMP/Scrum/Agile), 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, teamwork, collaboration, leadership, adaptability, and conflict resolution. TAMs interact with their customers in many ways including phone, chat, Teams, Zoom, Webex and face-to-face meetings when appropriate.

 

This is a remote position with lite travel requirements, less than 15% of the time to London, KY.

Responsibilities

Your Responsibilities

 

• Develop relationships with key business and IT partners and become an authority on a customer’s implementation by understanding their top business goals and priorities.• Partner with the other members of the account team to strategize, orchestrate and execute activities tailored to each customer• Attain Trusted Advisor status with both key business and technical decision-makers.• Provide proactive Communications in the event of service degradation or disruption.• Provide timely account or executive level summary status reports both internally and to the customer.• Lead Technical Health Reviews and provide relevant technical recommendations on solutions and enhancements specific to customers’ business needs.• Forewarn customers of technology changes or potential disruptions to their service and advise on mitigation strategies.• Ensure value realization by increasing adoption, optimizing technology, managing complexity, and evangelizing best practices• Increase customers' efficiency by preventing issues, resolving challenges and helping them to leverage new capabilities faster• Provide and maintain an IT Roadmap, outlining Teleperformance’s future state of solutions and services with detailed milestones• 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. • Be accessible,