Technical Account Manager

Everise, Inc.; Bonifacio; Remote; PHP 1,200,000 - 1,800,000; Full time

Job summary

Everise, Inc. seeks a Manager - Technical Account to liaison between clients and IT, identifying and remediating technical issues. You will work with IT and Client Services, driving proactive resolutions and defining technical solutions to support fast problem-solving and ongoing client satisfaction.

Applicants should have 7–10 years in IT services, a Computer Science degree, and strong communication skills to manage multi-stakeholder projects and opportunities within global accounts.

Qualifications

• Bachelor’s Degree in Computer Science or equivalent experience, with 7–10 years in IT services/consulting.
• Fundamental knowledge in mobility, application development, cloud, network, databases, messaging, and security.

Responsibilities

• Lead proactive management of all technical issues for clients using standardized IT support procedures.
• Own projects from conception to launch, managing client and internal stakeholder expectations.
• Develop and report on KPIs showing IT engagement and client success.
• Build strategic relationships with IT leaders and business stakeholders within client organizations.
• Drive growth by identifying opportunities within accounts and collaborating with Services Sales.

Skills

Customer service

Project management

Verbal and written communications

Teamwork

On-call readiness

Education

Bachelor's Degree in Computer Science

Job description

Company Overview

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. Find a job you’ll love today!

Position Purpose

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

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.

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.

Company Culture

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.