Technical Account Manager

Aspect employs a team of passionate individuals who are changing the face of customer engagement. Over our 40-year history we have empowered employees by creating an inspired community that values Urgency, Accountability, and Results. Our ability to think big has enabled us to continually evolve and lead the market, and to stay on the forefront with exciting technologies including cloud, mobile and artificial intelligence.
**Job Description**:
The Technical Account Manager is the centerpiece of value to our Premier Support customers. It requires superb customer management skills, clear communications, and the ability to manage cross-functionally through influence. As a TAM, you will work with our Premier Support customers to provide proactive and strategic guidance with their support requests. This includes collaborating with key stakeholders at the customer to determine their critical needs; and working internally with the core account team and other departments to ensure that the customer gets increased value and efficiency from their premier support engagement.
- Partners with Customer Success and Sales to delivery monthly or quarterly business reviews to key stakeholders and executives, with your portion largely focused on your customer's technical requests and support tickets
- Partners closely with Technical Support, Engineering, Product Management, and other departments to ensure a clear understanding of customer and partner environments, challenges and requirements.
- Defines and drives the technical account strategy with a deep industry and technical background, aligning with sales initiatives while advocating for the customer from within Alvaria.
- Responsible for delivering on the stated value proposition for premier support, leading to renewal of premier support services.
- Responsible for improving NPS scores, reducing incoming tickets, and preventing both ticket and account escalations
- Deliver Monthly or Quarterly technical business reviews - highlighting successes and needs for their support requests as well as collaborating with the customer on help they need.
- Acts as a strategic trusted advisor to Alvaria customers and ensures a differentiated delivery of support
- Identifies revenue expansion opportunities and alerts member of account team assigned to revenue expansion
- Proactively monitor systems and tools; engages with ongoing and new technical issues on behalf of assigned clients effectively advocating on their behalf throughout Alvaria and Alvaria partner organizations.
- Proactively monitors all Customer Care workload on behalf of assigned clients to ensure compliance with SLAs, to provide a "white glove" client experience; delivers RCA on high impact events; and analyzes patterns that may indicate underlying causes
- Serve as Customer Advocate within Alvaria
- Collaborates with other members of the strategic account team for assigned accounts
- Facilitates and drives upgrades, migrations, and software adoption
- Coordinates SME mentoring sessions See separate bullet below
- Ensures swift restoration and resolution of S1 tickets and/or escalated tickets
- Foster long term partnerships with customers by aligning their business and technical goals with Alvaria's vision, mission, and strategy.
- Conducts customer training assessments with the help of Education Services and develops training plans for customers to become more proficient with our platforms
**Qualifications**:
You've got exceptional customer service and time management skills with the ability to multi-task and a track record for delivering excellent results in a timely fashion. You have a thorough knowledge of SaaS products and strong networking skills. With these skills, you are able to communicate complicated problems to a diverse and possibly nontechnical customer audience effectively.
- A minimum of 3 years within Alvaria Customer Care, Customer Success, Professional Services, or Solution Engineering; or 5+ years as a Technical Account Manager or IT Consultant
- Bachelor's or master's degree in Computer Science, Engineering, or related field, or 5 years of equivalent work experience
- 3-5 years of experience using or supporting a CX, CCaaS, or Workforce Optimization Platform. Noble, Aspect, or Alvaria CX/WEM experience a plus
- 3- 5 years of successful management of customer relationships, internal or external to the organization
- Proficient in project management
- Strong Customer Experience skills
- Professional Oral and Written communication skills (English) with the ability to present to an audience containing one or more decision maker(s) and/or executives.
- Experience using Salesforce ServiceCloud and Community Cloud a plus
Preferred Experience with Any of the Following- Strong understanding of enterprise network environments with an emphasis on network security measures
- Strong understanding of common network protocols
- Experience with proxy implementation and troubleshooting at each point

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