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Technical Account Manager - Compensation: Negotiable in Chattanooga, Oklahoma

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Seller: Abby Stoker
Date/Time:08 Dec, 07:37 a.m. EST
Type: Technical, For Sale - Private.

POSITION SUMMARY AND ESSENTIAL FUNCTIONS
A Technical Account Manager (TAM) is a trusted business advisor to Premier Support customers providing valuable guidance around operations and optimization of their IT infrastructure and applications through quality Service Delivery Management. Once a Premier customer has deployed a companysolution, if something unexpected occurs the TAM, working with Client Services and Support (CSS), manages the incident to resolution and then follows up to ensure either product/process improvement are completed within the company or operational improvement within the customer?s IT environment. By maintaining a long?term relationship with their customers, a TAM gains an understanding of their customers? IT organizations? impact on overall business, their IT goals, and their pain points -? which is used by the TAM to create a Service Delivery Plan ensuring their customers? operational success within the company.
Key initiatives for this role include:
Customer Health through Service Delivery Planning & Execution.
Customer satisfaction.
Emphasis is on prevention and consultative advice (ITIL).
Management of support services to Enterprise Services customers.
Scope and decision making include:
Manages a diverse and complex scope of support issues.
Works with management only when necessary to resolve sensitive issues.
Solves complex support issues effectively. Escalates as necessary for confirmation of solutions or other options as needed.
Assesses customers? risks and needs and recommends appropriate service offerings to proactively address.
Documents recommendations formally via service delivery plan and presents to customer and virtual account team unit.
Manages the delivery of recommended/agreed?upon services to achieve high customer satisfaction and trust.
Makes good, timely and financially sound decisions with moderate uncertainty or pressure on a consistent basis. Decisions sometimes impact immediate group and other related groups.
Determines most effective method of problem resolution by utilizing internal resources when necessary.
Contributes to team operational precision by active design of and participation in community initiatives.
Key stakeholders and other internal organizations this role will interact with include:
Consistently demonstrating concise and effective communication with customers and employees
Occasionally leading sharing of best practices 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 Sales, Application Development and Enterprise Operations to execute on a service account/delivery plan
Position relies internally upon Client Services & Support (CSS) Professionals, Engineering, and Application Development their management.
SKILLS AND EXPERIENCE REQUIRED
5+ years experience in an enterprise support with a strong understanding of corporate account support needs and knowledge of support industry.
Fundamental knowledge in two or more of the following: network and desktop operating systems, information worker applications, database systems, messaging, management and operations, and security.
Strong organizational, communication, project management, negotiation, and problem solving skills.
EDUCATION
Bachelor?s degree preferred
ITIL Foundation Certificate preferred
BENEFITS
Competitive salary
Paid sick, vacation, and holidays
Health insurance
401k plan with company matching
Fast-paced work environment

State: Oklahoma  City: Chattanooga  Zip code: 37406 Category: Technical
Technical in Oklahoma for sale

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