Technical Account Manager

6 days ago

Lahore, Punjab, Pakistan UNAVAILABLE Full time
Overview

ibex provides exceptional customer experience (CX) services to both emerging startups and well-established brands. We craft powerful engagement and insights tools that enhance customer interactions. Our solutions safeguard investments, minimize risks, and deliver swift returns on investment.

We are looking for a highly skilled and driven Technical Account Manager (TAM) to join our team. The ideal candidate will collaborate closely with clients to ensure seamless implementation and ongoing support of our technical services. As a TAM, you will serve as a key liaison between the client's technical team and our internal experts, cultivating strong relationships and ensuring the highest level of customer satisfaction.

Responsibilities
  • Build and maintain strong relationships with clients, ensuring a deep understanding of their business and technical needs.
  • Serve as the primary point of contact for clients' technical queries, providing troubleshooting support, advice, and best practices for utilizing our products and services.
  • Oversee the successful deployment and integration of our solutions into clients' environments, ensuring smooth onboarding and minimal disruptions.
  • Work closely with internal teams to address client issues, resolve technical challenges, and ensure continuous improvement of our services.
  • Provide clients with documentation to help them optimize the use of our products and services.
  • Manage and escalate critical client issues, ensuring prompt resolution and communication with both clients and internal teams.
  • Prepare and deliver regular reports to clients regarding system performance, issues, and improvements.
  • Contribute feedback from clients to help improve our services, products, and internal processes.
  • Negotiate and set realistic expectations with clients, especially when they have unrealistic or conflicting requirements.
  • Analyze data and produce reports or dashboards to track progress and support data-driven decisions.
  • Act as an escalation point after hours to address critical client requests within service level agreements.
Qualifications
  • Education: Bachelor's degree in Computer Science, Engineering, Information Technology, Business Administration, or Communication.
  • Experience:
    • 4-7 years in a technical account management or technical support leadership role within a professional services organization.
    • 2-4 years of direct customer experience managing US-based client relationships.
    • Hands-on experience with technical issues in telephony or contact center environments.
    • Project management experience is a plus.
Key Objectives
  • Customer satisfaction and retention
  • Business growth and revenue generation
  • Continuous improvement and innovation
Technical Skills
  • Strong understanding of IP Telephony, VoIP, Contact Center environments, IT Infrastructure, Software Development, and cloud technologies.
  • Proven experience with Genesys Cloud Solutions.
  • Experience with troubleshooting, system integration, and solution deployment.
  • Knowledge of project management tools is a plus.
Communication Skills
  • Excellent written and verbal communication in English.
  • Ability to explain complex technical concepts to non-technical stakeholders.
  • Active listening and empathy to build rapport and trust.
Problem-Solving and Time Management
  • Strong analytical and troubleshooting skills.
  • Ability to handle multiple priorities in a fast-paced environment.
Preferred Skills
  • Experience in technical consulting or customer-facing roles.
  • Certifications in relevant technologies (e.g., Genesys, AWS, Azure).
  • Knowledge of project management methodologies.
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