Technical Account Manager

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

The Technical Account Manager acts as the liaison between our clients and Everise IT, for the purpose of identifying technical issues and remediating them. The Technical Account Manager works closely with all teams in IT as well as the Client Services Team on proactive issue resolution, identifying technical solutions, and providing fast resolution to technical problems.

Principle Accountabilities (Key Result Areas)

• Lead clients by providing overall proactive management for all technical related issues by
  leveraging standardized procedures and best practices for support to resolve production
  issues quickly.

• Will lead projects from conception through launch by managing client and internal
  stakeholder expectations around the solution, timelines, issues, risks, migration strategy
  and go-live support.

• Develop and report upon key performance metrics that show valuable client and IT
  engagement statistics that help drive overall success for each client.

• Create and maintain strategic relationships with key stakeholders within our customer
  organizations, including the IT Directors, CIO, and Line of Business leaders as well as
  technology professionals.

• Build on client intimacy and become a reference / consultant for customers.

• Will demonstrate a deep understanding of the market forces affecting our clients and
  offers insight into new ways of achieving objectives.

• Must be a change agent by articulating the case for change and helping our clients evolve
  by leveraging IT differently for better business outcomes.

• Is responsible for sustainable growth through routinely partnering with Services Sales and
  other Services personnel to strategize on ways to create new opportunities within the
  accounts they service.

• Is responsible for the profitability of our services through portfolio management including
  contract consumption, contribution margin, operational expense management, and revenue
  growth, all in a manner consistent within Company legal, fiscal and personnel policies.

• Occasionally leads sharing of best practices and guidance with team community

• Consistently establishes and maintains working relationships with internal support
  delivery teams, customer support teams, customer contracts and materiel representatives

• Frequently establishes and maintains relationships with Field Sales and internal client lines
  of businesses.

Qualifications

• Bachelor’s Degree in Computer Science and/or a combination of equivalent experience: 7 - 10 years experience in an IT services or consulting, with a strong understanding of Corporate account support.

• Fundamental knowledge in two or more of the following: Mobility, application development, cloud, network and desktop/server operating systems, information worker applications, database systems, messaging, management and operations and security.

• IT Project Management background

Requirements

• Outstanding customer service skills, as well as excellent verbal and written communications skills.

• Demonstrated ability to be a team player and a willingness to lend a hand with any project

• Ability to manage multiple projects, activities and tasks simultaneously

• Ability to travel a plus

• Ability to work off-hours as required, and participate in a 24/7 on call rotation

• Must have the personal communication and presentation skills that will represent the company professionally to outside agencies, financial institutions, business partners, employees and customers.