Technical Account Manager

ResultsCX; Manila; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

ResultsCX is seeking a Technical Account Manager to lead technology projects for client programs from Pasig, Philippines. You will serve as the primary point of contact for internal teams and external clients, guiding project delivery and change requests to align with contracts and KPIs.

You will coordinate change management, communicate impacts to stakeholders, manage risks, and propose innovative tech solutions to improve client operations across sites.

Qualifications

• Experience managing IT projects and coordinating with clients.
• Strong knowledge of computer networks, OS, and troubleshooting.
• Formal certifications in IT/project management are a plus.

Responsibilities

• Be the primary technology contact for internal operations, sales and external clients to ensure high-quality support.
• Understand client needs based on contracts, initiatives and KPIs.
• Coordinate client-initiated changes following change management processes.
• Communicate project impacts to internal and external stakeholders with clear scope.
• Manage resolution of issues on all assigned projects.
• Lead client program assessments to identify technology solutions.
• Document risks and provide time/cost estimates for new work requests.
• Manage projects including enhancements to current technology solutions.
• Implement standards for maintaining a stable environment and advise on updates.
• Ensure hardware and software meet client specifications across sites.
• Stay updated on new technologies to identify improvement opportunities.
• Attend client meetings and present on technology topics (QBRs).

Skills

Verbal communication

Written communication

Project management

Client interaction

Networking concepts

Education

Bachelor's degree in Computer Science or equivalent

Associate degree in Computer Science or related

Tools

MCPS

MSCE

PMP/Six Sigma

Job description

Job Description:

Description

Technical Account Manager

Full Location:

Pasig - PH

Our Technical Account Manager is assigned to specific client programs as the primary point of contact for internal and external clients managing technology projects. In this role you are responsible for project management of existing client projects and change requests in support of expansion and/or changes to current infrastructure.

We expect greater of ourselves... What’s Your Greater? Come find it at ResultsCX!

In This Role You Will

• Be the primary technology point of contact for internal operations, sales and external clients in regard to tech program ensuring high quality support


• Understand client needs based on contracts, operational initiatives and KPI’s of the client’s program


• Coordinate client-initiated changes following the RESULTS-CX change management process


• Communicate project impacting changes to internal and external stakeholders with detailed area of impact


• Manage resolution of issues encountered on all assigned projects


• Lead client program assessments to identify innovative technology solutions to increase operational effectiveness


• Implement and enforces project change management processes, including documenting financial implications of changes and coordinating cross functional IT teams to get changes completed successfully.


• Document all risks associated with work requests or associated timelines providing time and cost estimates for all new work requests


• Manage projects including enhancements to current technology solutions


• Implement standards for maintaining a stable environment in addition to making recommendations for updated standards


• Ensures that hardware and software for all sites supporting a program are up to client specifications


• Stay abreast of new technology initiatives to identify improvement opportunities for their program


• Attend client meetings and presents for technology (QBR’s, etc)

We Are Looking For Someone Who Has

• 3 to 8 years managing Information Technology projects.


• 2+ years in a project management role with client interaction


• 3 to 5 years in an enterprise networked client-server environment


• Thorough knowledge of network protocols and operations, desktop operating systems and capabilities, and troubleshooting techniques


• Excellent verbal and written communication skills


• Associate or Bachelor’s Degree in Computer Science or equivalent experience


• Microsoft Certified Product Specialist (MCPS), Microsoft Certified Engineer (MSCE).


• PMP or Six Sigma – preferred

About ResultsCX

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.