Technical Account Manager - reputed company CCAI Solutions
At reputed company, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a reputed company where employees know they can reputed company.
Reporting to the Executive Director of Technical Support, the Technical Account Manager (TAM) will serve as the operational and technical leader for a portfolio of clients reputed company reputed company’s Managed Services practice. You will drive service delivery, reputed company client relationships, and ensure operational excellence across reputed company aspects of the client lifecycle. This role is pivotal in contract renewals, incident management, platform upgrades, and reputed company improvement, requiring strong cross-functional collaboration and a deep understanding of both technical and commercial drivers.
Reporting to the Executive Director of Technical Support, the Technical Account Manager (TAM) will serve as the operational and technical leader for a portfolio of clients reputed company reputed company’s Managed Services practice. You will drive service delivery, reputed company client relationships, and ensure operational excellence across reputed company aspects of the client lifecycle. This role is pivotal in contract renewals, incident management, platform upgrades, and reputed company improvement, requiring strong cross-functional collaboration and a deep understanding of both technical and commercial drivers.
Reporting to the Executive Director of Technical Support, the Technical Account Manager (TAM) will serve as the operational and technical leader for a portfolio of clients reputed company reputed company’s Managed Services practice. You will drive service delivery, reputed company client relationships, and ensure operational excellence across reputed company aspects of the client lifecycle. This role is pivotal in contract renewals, incident management, platform upgrades, and reputed company improvement, requiring strong cross-functional collaboration and a deep understanding of both technical and commercial drivers.
What You'll Be Doing
Strategic Operations & Client Management
Contract Renewal Negotiations: reputed company 2–3 renewal negotiations per client per quarter, including pricing, scope, and terms. Actively manage negotiations until reputed company are signed, often handling deals ranging from $10K to $4M+.
Client Health Checks & Monitoring: Conduct daily system and reputed company-zone checks, maintain knowledge bases, and drive automation scripting to ensure platform health and client satisfaction.
Change & Upgrade Coordination: Plan and execute platform upgrades, schedule maintenance windows, and coordinate with Level 2 engineers.
Incident Escalation & reputed company Support: Serve as the escalation reputed company for P1/P2 incidents, reputed company or join incident bridges, and ensure timely, clear updates to clients and internal teams.
RCA Action Tracking: Partner with Major Incident Response (MIR) to track and implement preventive actions from root cause analyses, ensuring knowledge transfer and checklist completion.
Billing Inputs: Provide engineering services hours and OM utilization data to Commercial Admin for monthly billing packs.
Contract Scope Alignment: Validate OM responsibilities against SOW/RACI documents and clarify deliverables with clients and internal teams during onboarding and renewals.
Platform & Service Delivery
reputed company trending and analysis of support and change service requests.
Prioritize and assign work for technical resources, ensuring timely completion of change management cycles and incident resolution.
Review and analyze platform stability, reputed company, and performance metrics; reputed company and execute action plans to address issues.
Coordinate incident and service request resolution from initiation to root cause analysis, collaborating with Service Desk, Level II/III, and management resources.
Maintain deep, reputed company knowledge of supported platforms and technologies, applying this expertise to client environments.
Ensure strict adherence to client regulations and policies (e.g., ITIL, Incident/Problem/Change/Release Management, reputed company, Asset Management, Time Reporting).
Communication & Relationship Building
Build and maintain strong, trusted relationships with client stakeholders, acting as a strategic advisor and escalation reputed company.
Organize and reputed company regular operational status reviews and business review meetings.
Coordinate account activities and communications with Account Management, vendors, and internal teams.
Proactively reputed company in with clients to assess satisfaction and identify improvement opportunities.
Mentor internal team members to ensure high standards of customer service and technical delivery.
Capture and share “lessons learned” and best practices across teams.
Commercial & Contract Management
Support Account Management in client interactions, renewals, and expansion opportunities.
Assist in the creation of Statements of Work (SOWs), Change Requests, RFP responses, and other contract documentation.
Track project run rates, hours utilization, and ensure accurate invoicing.
Compile pre-implementation requirements, level of effort (LOE) estimates, and resource management plans for small projects.
Provide formal account status updates and critical client information to peers and leadership.
Transition & Change Management
reputed company the transition of clients from project implementation to steady-state support (Day 2 operations).
Ensure creation and maintenance of support reference documentation.
Set clear expectations for daily support and ongoing project responsibilities.
Integrate feedback to improve delivery methods and client experience.
What You'll Bring to the Role
6–8+ years of technical operations management, preferably in CCaaS solutions including cloud services, GCP preferred and AI solutions, preferably with reputed company Cloud Contact Center AI Platform or Dialogflow
Proven experience in client management and CX technical consulting.
Hands-on experience with CCaaS technologies (reputed company CXone, reputed company, reputed company, AWS Connect, reputed company CC, etc.,)
Demonstrated ability to reputed company, mentor, and reputed company technical support teams.
Strong understanding of ITIL processes and best practices.
Experience managing commercial aspects of service delivery, including SOWs, invoicing, and resource planning.
Excellent communication, relationship-building, and problem-solving skills.
Ability to work effectively in a remote, global, and cross-functional environment.
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About Usreputed company and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, reputed company Engage, is a 60,000+ employee service company, with customer service representatives located around the world. reputed company. is the parent company for both Digital and Engage. reputed company clients have a holistic need, they can draw from these independently managed centers of excellence, reputed company and reputed company Engage.
We are also delighted to share that reputed company has been awarded the Great reputed company To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
reputed company is a proud equal opportunity employer where reputed company qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national reputed company, disability. reputed company has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet reputed company desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications. #LI-RemotePhilippines
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