Job profile - technical account advisor
overview
the technical account manager (tam) is responsible for ensuring timely and satisfactory resolutions of all technical and operational cases.
tams maintain ownership of the customer jda saas solution environment.
they support customer success managers (csms) to ensure customer satisfaction through service delivery planning and execution.
what you'll do:
- collaborate with the csm to drive adoption and satisfaction
- produce and deliver monthly sla reports to customers, and ensure sla compliance*
- ensure adherence to saas policies and procedures
- own inbound customer calls / case handling
- drive all service management activities (incidents, change requests, enhancement requests, rcas, customizations, etc.)
- own disaster recovery process and issue resolution
- responsible for proactive technical guidance for all jda and customer it projects
- create and own customer success plans for relevant stakeholders
- collaborate & coordinate effectively with all jda internal dept's (consulting, pd, onboarding, - solution, service management, etc.) for faster resolution of issues
- collaborate with cloud onboarding manager to track and approve transition from implementation to delivery
- provide technical / feature-specific advice
- prepare for and participate in business reviews
- generating leads to help with up-selling and cross-selling
primary kpis:
1. Customer health:
sla performance management
operational efficiency improvement (incl. time to resolve account or ced escalations, backlog, etc.)
2. Customer satisfaction: nps / csat scores, % customer retention, attrition, and churn
3. Advocacy: % growth in reference-able customers
4. Overconsumption and underconsumption
secondary kpis:
1. Adoption: deployment, utilization, and value realization
2. Commercial growth
3. Annual recurring revenue (base revenue + pricing + upsell and cross-sell revenue - churned revenue)
what we are looking for
- minimum of 4 years of experience in technical support or customer-facing role
- strong knowledge and experience with cloud services and technologies, such as aws, azure, or google cloud
- strong communication, presentation and escalation management skills
- experience working with clients and understanding their technical requirements
- ability to work independently as well as part of a team
- strong problem-solving and analytical skills
- experience with account management or customer service
- itil and pmp knowledge is a plus.
- supply chain knowledge is an added advantage
our values
if you want to know the heart of a company, take a look at their values.
ours unite us.
they are what drive our success - and the success of our customers.
does your heart beat like ours?
find out here:
core values
all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.