Trilingual Technical Account Manager

Aspect Software Inc; São Paulo; Presencial; BRL 120.000 - 150.000; Tempo integral

Resumo da oferta

A leading technology firm is seeking an experienced Technical Account Manager to enhance customer engagement and support. This role focuses on delivering business reviews, managing customer relationships, and liaising with internal teams to address technical challenges. The ideal candidate will have a solid background in customer service, SaaS, and network security. Candidates should demonstrate strong communication skills in English, Spanish, and Portuguese, with a preference for those experienced in Salesforce platforms. Join us to foster partnerships and drive success for our clients.

Qualificações

• A minimum of 3 years in Alvaria Customer Care, Customer Success, Professional Services, or 5+ years as a Technical Account Manager.
• 3-5 years of experience using or supporting a CX, CCaaS, or Workforce Optimization Platform.
• Noble, Aspect, or Alvaria CX / WEM experience is a plus.

Responsabilidades

• Manage technical account strategy and deliver business reviews to customers.
• Collaborate with internal and customer stakeholders for technical support.
• Identify expansion opportunities and ensure customer satisfaction.

Conhecimentos

Exceptional customer service

Time management

Networking skills

Project management

Customer experience skills

English proficiency

Spanish proficiency

Portuguese proficiency

Formação académica

Bachelor's or Master's degree in Computer Science, Engineering, or related field

5 years of equivalent work experience

Ferramentas

Salesforce ServiceCloud

Salesforce Community Cloud

Descrição da oferta de emprego

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 have 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, 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
• Ability to read, write and speak in English, Spanish, and Portuguese
• 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 of failure.
• Experience with the Secure Access Service Edge (SASE) product space
• Microsoft Activ