Technical Account Manager

Everise(India) BPO Services Private Limited; India; On-site; INR 3,000,000 - 5,000,000; Full time

Job summary

Everise delivers happiness to millions of customers worldwide. The Manager - Technical Account role acts as the liaison between clients and Everise IT, guiding proactive issue resolution and technical strategy to ensure smooth operations.

You will lead client engagements, manage projects from conception through launch, report KPIs, and build strategic relationships with IT leaders, technology professionals and business stakeholders while supporting on-call and after-hours needs.

Qualifications

• Outstanding customer service skills, as well as excellent verbal and written communications skills.
• Demonstrated ability to be a team player and a willingness to lend a hand with any project
• Ability to manage multiple projects, activities and tasks simultaneously
• Ability to travel a plus
• Ability to work off-hours as required, and participate in a 24/7 on call rotation

Responsibilities

• Lead clients by providing overall proactive management for all technical related issues by leveraging standardized procedures and best practices for support to resolve production issues quickly.
• Will lead projects from conception through launch by managing client and internal stakeholder expectations around the solution, timelines, issues, risks, migration strategy and go-live support.
• Develop and report upon key performance metrics that show valuable client and IT engagement statistics that help drive overall success for each client.
• Create and maintain strategic relationships with key stakeholders within our customer organizations, including the IT Directors, CIO, and Line of Business leaders as well as technology professionals.
• Build on client intimacy and become a reference / consultant for customers.
• Will demonstrate a deep understanding of the market forces affecting our clients and offers insight into new ways of achieving objectives.
• Must be a change agent by articulating the case for change and helping our clients evolve by leveraging IT differently for better business outcomes.
• Is responsible for sustainable growth through routinely partnering with Services Sales and other Services personnel to strategize on ways to create new opportunities within the accounts they service.
• Is responsible for the profitability of our services through portfolio management including contract consumption, contribution margin, operational expense management, and revenue growth, all in a manner consistent within Company legal, fiscal and personnel policies.
• Occasionally leads sharing of best practices and guidance 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 Field Sales and internal client lines of businesses.

Skills

IT service delivery

Client management

Stakeholder management

Project management

Mobility

Cloud

Networking

Desktop/Server OS

Database systems

Education

Bachelor’s Degree in Computer Science

Job description

Company Overview Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us.

Position Purpose

This Manager - Technical Account acts as the liaison between our clients and Everise IT, for the purpose of identifying technical issues and remediating them. The Technical Account Manager works closely with all teams in IT as well as the Client Services Team on proactive issue resolution, identifying technical solutions, and providing fast resolution to technical problems.he Clients & Vendors. Supervises Everise Client IT requirements.

Job Responsibilities

• Lead clients by providing overall proactive management for all technical related issues by leveraging standardized procedures and best practices for support to resolve production issues quickly.
• Will lead projects from conception through launch by managing client and internal stakeholder expectations around the solution, timelines, issues, risks, migration strategy and go-live support.
• Develop and report upon key performance metrics that show valuable client and IT engagement statistics that help drive overall success for each client.
• Create and maintain strategic relationships with key stakeholders within our customer organizations, including the IT Directors, CIO, and Line of Business leaders as well as technology professionals.
• Build on client intimacy and become a reference / consultant for customers.
• Will demonstrate a deep understanding of the market forces affecting our clients and offers insight into new ways of achieving objectives.
• Must be a change agent by articulating the case for change and helping our clients evolve by leveraging IT differently for better business outcomes.
• Is responsible for sustainable growth through routinely partnering with Services Sales and other Services personnel to strategize on ways to create new opportunities within the accounts they service.
• Is responsible for the profitability of our services through portfolio management including contract consumption, contribution margin, operational expense management, and revenue growth, all in a manner consistent within Company legal, fiscal and personnel policies.
• Occasionally leads sharing of best practices and guidance 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 Field Sales and internal client lines of businesses.

Qualifications

• Bachelor’s Degree in Computer Science and/or a combination of equivalent experience: 7 - 10 years experience in an IT services or consulting, with a strong understanding of Corporate account support.
• Fundamental knowledge in two or more of the following: Mobility, application development, cloud, network and desktop/server operating systems, information worker applications, database systems, messaging, management and operations and security.
• IT Project Management background

Requirements

• Outstanding customer service skills, as well as excellent verbal and written communications skills.
• Demonstrated ability to be a team player and a willingness to lend a hand with any project
• Ability to manage multiple projects, activities and tasks simultaneously
• Ability to travel a plus
• Ability to work off-hours as required, and participate in a 24/7 on call rotation
• Must have the personal communication and presentation skills that will represent the company professionally to outside agencies, financial institutions, business partners, employees and customers.

Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services. Companies rely on Everise, a leading customer experience firm, to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages. At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal-opportunity employer and a pleasant and supportive place to work. Join us and become a champion of customer happiness! Learn more at www.weareeverise.com.