Job Description
As a member of the [24]7.ai Team, the Technical Account Manager (TAM) is responsible for the ongoing success of [24]7.ai clients and partners who have launched applications on the [24]7.ai platform. Daily work can span the gamut from technical support and software project management to client/partner relationship management at the operational level.
Candidates must be comfortable working in an open, collaborative environment with smart people that solve problems interactively. Successful candidates are fast learners, self-motivated, and have a proven ability to drive technical solutions to client problems for a service-based business.
At [24]7.ai, the Technical Account Manager has broad responsibilities spanning support engineering through technical account management.
Responsibilities
Support and on-board client and partner applications: Be the primary point of contact as clients and partners build, launch, run and support their applications.
- Diagnose and manage operational issues
- Report on incidents and help prepare root-cause analyses
- Perform client-specific reporting and operational activities
- Provide tier 1/2 technical support
- Provision platform services
- Drive building and testing client IP and telecom connectivity
- Participate in application launches
- Ensure correct billing of services
- Track client/partner platform usage
Project manage application updates: For Fortune 50 clients that contract directly with [24]7.ai for services, ensure the successful definition, implementation and launch of application updates consisting of defect fixes and functional enhancements.
- Negotiate release scope
- Identify required implementation partners
- Manage the client and partners through the software lifecycle
- Track partner and internal hours for client billing
- Forecast and track annual client PS expense budget
Relationship management: Keep client satisfaction high while maximizing client revenue and profitability.
- Participate in periodic account reviews and Review invoices
- Partner with account management to deliver challenging messages
- Skillfully manage clients through difficult situations
Qualifications
- BS or BA or years of equivalent industry experience
- 3-5 years experience in client-facing support or services positions
- 2-3 years of experience delivering or supporting software solutions via partners
- Excellent interpersonal, client-management, oral and written communication skills
- Ability to bridge the communication gap between engineers and business people
- Ability to effectively balance competing priorities across multiple
- Excellent initiation and follow-through on client requests
- Understand multi-tier system architectures.
- Technical analysis and debugging skills.
- Self-motivated, with proven ability to own problems through resolution
- Knowledge in these areas are required:
- Telecommunications, including VoIP
- Call centers and call center technologies: Computer Telephony Integration (CTI), call routing
- Speech application knowledge: VoiceXML, speech application model, audio file formats, grammars
- Basic UNIX concepts and commands
- Microsoft Office and SharePoint applications
- Nice to have:
- Web application development: Web application model, JavaScript, cookies
- IP Networking basics: IP addressing, DNS, firewalls, load balancers, proxy servers, VPNs, SSL