Technical Account Manager

6 days ago

Lahore, Punjab, Pakistan ibex Full time

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.
  • Sometimes customers may have unrealistic expectations or competing

requirements. You should be able to negotiate and set reasonable expectations,

helping both the customer and the business reach a mutually beneficial

outcome.
  • Being able to analyze data and produce reports or dashboards to track progress

against requirements or to make data-driven decisions.
  • Act as Escalation point in after-hours to ensure Client critical requests are

addressed within the service level definitions.

Qualifications
  • Education: Bachelor's degree in Computer Science, Engineering, Information

Technology, Business Administration or Communication.
  • Experience:
  • Minimum of 4-7 years of experience in a technical account management

or Lead/Manager technical support role within a "professional services

organization".
  • Minimum 2-4 years of customer experience with Proven track record of

managing and nurturing US based client relationships directly.
  • Hands-on experience in dealing with Technical issues within Telephony or

Contact Centers environment.
  • Experience with project management is a plus.

Key Objectives Of Your Role Are:
  • Customer Satisfaction and Retention
  • Business Growth and Revenue Generation
  • Continous improvement & Innovation

Qualifications:
  • Education: Bachelor's degree in Computer Science, Engineering, Information

Technology, Business Administration or Communication.
  • Experience:
  • Minimum of 4-7 years of experience in a technical account management

or Lead/Manager technical support role within a "professional services

organization".
  • Minimum 2-4 years of customer experience with Proven track record of

managing and nurturing US based client relationships directly.
  • Hands-on experience in dealing with Technical issues within Telephony or

Contact Centers environment.
  • Experience with project management is a plus.
  • Technical Skills:
  • Strong understanding of IP Telephony, Voice over IP, Contact Center

environments, IT Infrastructures, Software Development and cloudbased technologies.
  • Strong understanding of Genesys Cloud Solutions with proven

experience.
  • Experience with Troubleshooting, system integration, and Solution

deployment.
  • Understanding Project Management tools is a plus.
  • Communication Skills:
  • Clear and concise communication is crucial. The resource should be able

to articulate customer needs, project updates, and potential issues to

both the customer and the internal team.
  • Exceptional written and verbal communication skills in English.
  • Ability to communicate complex technical concepts to non-technical

stakeholders.
  • Being able to listen attentively to customer concerns, ask the right

clarifying questions, and ensure the requirements are fully understood.
  • Understanding the customer's perspective and demonstrating empathy

helps in building rapport and trust.
  • Problem-Solving: Strong analytical and troubleshooting skills with the ability to

think critically and resolve issues quickly and efficiently.
  • Being able to handle disagreements or misunderstandings calmly and

professionally, ensuring that the customer's needs are addressed without

compromising the company's objectives.
  • Time Management: Ability to handle multiple priorities and deadlines in a fastpaced environment.

Preferred Skills:
  • Experience working with clients in a technical consulting or customer-facing

capacity.
  • Certifications in relevant technologies (e.g., Genesys, AWS, Azure etc.)
  • Knowledge of project management methodologies
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