Technical Account Manager-Work from home (ID:683838)

PERSOL; Selangor; Remote; MYR 150,000 - 200,000; Full time

Job description

Responsibilities

• Production Health Checks: Review of Application Use; Metrics in a period of time to understand cadence of use (e.g. #POs, REQs, Invoices, IMS, etc.); Metrics to further analyze and action based on customer objectives.
• Post Deployment Requirements or Business Changes.
• Audit Customer company or marketplace based on the escalations.
• Overview and Evaluation of Business Changes.
• User Maintenance: Provide a path for user maintenance if not defined during implementation or support hand-off. Work with the customer to determine ownership of user creation and maintenance (Customer or BSS).
• Approval Hierarchy Adjustments: Based on Customer SOP, internal rules.
• Monitor Integrations Health for a given customer marketplace.
• Development Item Management (excluding Enhancement Requests): Document, triage and prioritization of non-enhancement break fix issues, Support Tickets, EDMs, CRs, INTs; Work with the support team to obtain on-time reporting of issues that may be in breach of contracted SLAs; Work with internal resources and client stakeholders; Work with the Level 2 Team to have the escalations addressed and resolved; Work with the Integrations Team to have the escalations addressed and resolved; Establish Hierarchy for escalations post-implementation (Support).
• Implementations: Assessment, maintenance, and enhancement of existing implementations.
• Customer Corporate Escalation Management: By establishing a relationship with the customer, the Technical Account Manager can prevent escalations from occurring; In the event of an escalation, act as liaison between BirchStreet’s internal teams and BirchStreet’s AM to deescalate the situation and provide an action plan.
• Knowledge: Identify post go-live training needs of customer and liaison with training department; Document and communicate if custom training is required based on customer operation; Identify topics based on customer requests that require documentation.