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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 in 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 4.5/5 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! Position Purpose: This Manager - Technical Account may be on a full-scale cross-functional team where the provision of direct reports may not be necessary. Coordinates with the Members of Client Services, Operations, IT and other support departments. Coordinates with the Clients & Vendors. Supervises Everise Client IT requirements. Job Requirements: The role must have a deep understanding of their customer's Technical requirements which are agreed and their business challenges and objectives The role will manage high level strategic accounts by providing proactive management for all technical issues resulting in faster time to resolution by coordination through standardized procedures and developing best practices for support The role will engage to personalize their customer's experience to assist success with their technical requirements implementation while building a strong a mutually relationship with the client Function as a frontline technical resource for Everise and customer implementations and projects Seamless project management through all phases of the customer relationship - coordinating with the customer, account manager, technical resources, and support personnel Proactively drive new initiatives and enhancements for client engagements All tasks which are assigned by your line Manager Key Result AreaTechnical Account Management Deliver offerings as defined in the TAM program Maintain proactive customer relationship Provide mission critical support, monitor complex and critical issues and work closely with the all IT team members to ensure proper escalation and resolution processes are utilized Take overall lead in the planning, implementing, monitoring, coordinating, documenting and reporting of updates to management and client, as needed, for each vertical assigned from a technical perspective Coordinate with different process owners or internal contacts to get buy-in/commitment for client Technical requirements Work closely with the Operations and IT Team to successfully implement client Technical requirements Organize and conduct meetings with client technical team and internal technical team Manage and monitor one or more implementation work plans and schedules Assure successful and on-time problem resolution Assure on time and on budget delivery of client technical requirements Coordinate and provide leadership for all implementation related issues Provide status reports to the client and internal teams during the implementation phase Conduct periodic project team status meetings to review and manage progress of the project Develop and maintain strong relationships with stakeholders in our client's organization Technical Administration Assist in the preparation of Statement or Scope of Work (SOW) Assist Client Services in determining IT and implementation costs for any change in the initial SOW Finalize solution architecture for client changed technical requirements Coordinate with internal Technical / support functions and Operations teams Coordinate with vendors on troubleshooting requirements of the project Assist in validating scope of work, Work Breakdown Structure (WBS), and timelines recommended by client, internal Technical team and operations leadersRecords Management Keeps all records of Technical requirements which are agreed as per the contract and on-going Technical requirements Keeps all records of project proposals, plans and reports or turned over project plans and deliverablesAuthority Recommendatory authority on any Technical changes brought about by the results of client requirements Advisory authority on all timelines, budget, manpower and resource requirements of the assigned vertica Authority to represent management on all matters related to the project that is agreed upon and documented in the approved project plansAccess to Information Access to confidential insider information, strategic plans, and invaluable trade secrets Qualifications: Bachelor's degree in any business course or Information Technology At least Ten (10) years of experience in different aspects of call center operations and technical department Management and technical solutions implementation (including facilities build-outs, telecoms and systems) preferably with contact center I.T. projects 5 years of TAM/ SDM experience in a call center environment or 3 years in a managerial capacity Experience in Management Consulting is preferred Good communication skills If you've got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
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