After key inContact customers have purchased and are implementing our products, the Technical Account Management (TAM) team takes ownership of the customer relationship and becomes their advocate within inContact.
The Technical Account Manager (TAM) begins to engage with the customer before they go live on the contact center platform and works closely with the customer from that point forward to ensure their success.
Our TAMs are seasoned account management and technical resolution professionals who are at the top of their field and are unified in exceeding customer expectations, improving our processes and technology, and meeting company growth objectives.
The TAM I is a more experienced TAM, responsible for resolving complex problems and providing excellent technical and customer service to specific key accounts.
He / she will help them overcome issues that arise, succeed in their business using our technology and services, expand their usage of our products, be a reference to prospective customers, and be a long-term and loyal customer.
The accounts assigned may include any of our paid service packages, where the services of an experienced TAM are expected.
Interaction with customers will be done via phone, email, chat, and WebEx, with face to face meetings as necessary and / or appropriate.
The TAM I will work both independently and in concert with Sales, Technical Support, Professional Services and other teams to ensure the highest levels of customer success, providing a collaborative solution that will leave the customer with a positive experience and a product that meets their needs.
As a Technical Account Manager I, a Typical Day Might Include the Following :
Work largely during the customers' core business hours, with occasional extended hours as needed
Occasional on-call after-hours work may be required as needed by the customer
As their account management professional, be the assigned accounts' single point of contact to our company and engage resources across several teams as needed to resolve their issues and requests
Develop and maintain an effective and productive relationship with assigned accounts, hold regular discussions to review open issues, understand their contact center and business, know-how inContact's solutions meet their needs, share best practices, determine ways to increase their success, and become their trusted partner and advisor
Provide effective triage and troubleshooting assistance to assigned accounts on reported issues, and personally resolve as many issues as possible while scheduling a time for proactive activities
Partnering with other inContact employees and teams (technical support, professional services, product management, engineering, etc.
ensure that all technical challenges and other issues / cases / requests are being handled properly, are within SLA targets, and are progressing toward resolution
Demonstrate in-depth knowledge of inContact products and associated technologies, especially those employed by assigned accounts
Demonstrate expertise and maintain currency in telecommunications, contact center, and related technologies
Gain a deep understanding of each customer's environment, identify customer needs, propose solutions that will accelerate their success
Demonstrate a working knowledge of competitive product lines, differentiators and industry trends through self-education and inContact's resources
Develop and present customized presentations to assigned accounts that both quantify and qualify product / service usage, realized benefits, achievements, opportunities and next steps
Provide training to accounts to ensure that they get the most out of their inContact investment
Capture common questions, techniques and best practices in daily workflow, sharing that information by regularly creating and improving knowledge base content
Ensure that all communication, interactions, assignments, details, and actions are clear, effective, timely (within established SLA), and are logged into the CRM system
Consistently and regularly update customer and account information, keeping it current in the CRM system
Tactfully, confidently and professionally communicate with all stakeholders, especially in emotionally-charged and escalated situations, bringing people together with the common goal of resolving issues and accelerating the customer's success
Communicate and work with customers in a way that they do not escalate and are confident that their issues and concerns are being properly represented and handled by inContact
Make and meet commitments, building trust with customers
Present a professional image in communication, conduct, attitude, and attire
Accountable for all actions, and tactfully reinforce accountability across all employees and teams in the company
Assist assigned customers in preparation for go-live, and build confidence with them as they begin using our products in a live environment
Responsible for customer satisfaction, retention, and reference ability for all assigned accounts
Participate in team goal achievement and set personal goals that increase effectiveness and success
Identify opportunities to improve or modify products and services to improve customer effectiveness and experience, and recommend those improvements through proper channels, driving product / services enhancements and development
Participate in process improvement that will increase customer satisfaction and personal effectiveness
Mentor Associate TAMs toward increased success
Provide technical and process training to others based on skills and expertise
Manage and document certain inContact technical projects with each assigned account to ensure that they are successful
Occasional travel (up to 20%) required, visiting customer sites
Perform other tasks and duties as assigned or needed
Follow the company Code of Ethics and inContact policies and procedures at all times.
Communicate in an effective and professional way with customers in and outside of inContact.
To Land This Gig You'll Need :
Bachelor’s Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required.
3-5 years in a Technical / Service role in software, telecommunications or in customer service, call / contact center and / or service delivery
Demonstrated technical problem-solving proficiency
Excellent analytical and advanced troubleshooting skills with end-users / customers
Excellent customer service and communication skills, both verbal and written
Ability to multitask and work well in a fast-paced environment
Proficient in Microsoft Office applications
Able to work with little supervision and complete projects
Working technical knowledge of contact center software / design / functionality
Demonstrated experience in a fast-paced environment and meeting customer time constraints
Implementation : broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport.