Technical Account Manager

MBR Partners; Ontario; On-site; CAD 70,000 - 90,000; Full time

Job summary

A growing telecommunications vendor is seeking a Technical Account Manager to provide expert support and strategic insights to North American clients. You will manage service delivery, ensure customer satisfaction, and lead projects for new services. This role requires strong communication and project management skills, along with a university degree.

Qualifications

• Experience in the clearing industry – a must
• Experience in a technical account manager role – a must

Responsibilities

• Manage service delivery and implementation for customers.
• Provide training and post-implementation support.
• Be the central point of contact for operational requests.

Skills

Customer Service

Communication

Project Management

Education

University degree

Tools

Business Intelligence tools

MS Windows

Excel

Word

Outlook

Job description

Our client is a vendor for the telecommunications industry headquartered in Luxembourg. They are a 100 people growing company assisting telecommunications service providers around the world.

A Day in the Life of the Technical Account Manager

As the Technical Account Manager, you will be the go-to expert and trusted advisor for their North American clients, delivering top-notch support and strategic insights to ensure a seamless customer experience.

So, how are they going to keep you busy?

• Manage the service delivery and implementation of clearing solutions for existing and new customers (mobile and network operators) in a timely and efficient manner
• Provide training and post implementation support
• Lead projects for new services and features and coordinate internal and external stakeholders
• Be the central point of contact for the company’s customers on their operational requests
• Be involved in day-to-day support including resolution for clearing and BI analytics services
• Keep the company’s customers satisfied by providing excellent service
• Ensure requests are handled efficiently by managing the service ticket flow
• Maintain regular communication with customers
• Visit customers periodically
• Reviewing SLA performance and help improve performance where required
• Provide training to the customers on internal tools and business processes
• Take the coordination of the account management team for Operations, customer support, project delivery
• Be Customer first point of contact for Tier1 customers
• Take change request leadership, meaning from customer requirements, effort evaluation, price proposal to internal follow up for development, testing and production delivery.

What will make you eligible for this role?

• Experience in the clearing industry – a must
• Experience in a technical account manager role – a must
• Education requirement : University degree
• Experience with business intelligence tools and financial reporting – a plus
• Fluent English, and any other language is an asset
• Excellent proficiency in MS Windows, Word, Excel, Outlook