Embedded Technical Account Manager providing eSIM solutions support. Joining Thales in Madrid, focusing on technical client interactions and project management.
About the role
- Technical Account Manager supporting Five9 clients to enhance operational effectiveness. Managing account and project management while addressing client needs.
Responsibilities
- Provide excellent account management, project management and technical consulting to Five9’s clients who have enrolled in TSM & TAM Services.
- Partner with clients to build and maintain a ‘Trusted Advisor’ relationship; understand their business needs, propose recommendations and solutions designed to optimize Five9’s platform and enhance operational effectiveness.
- Articulate the value of Five9’s services, products and concepts through presentations, demonstrations and open discussion with clients.
- Educate and train clients on administration and utilization of Five9 products to help them become self-sufficient.
- Directly support and troubleshoot technical issues as needed.
- Manage service interruptions which could impact client’s business operations; research root cause analysis and communicate next steps to clients and internal teams to help mitigate any risk.
- Keep clients informed of any/all issues that could potentially impact Five9’s platform such as routine maintenance, patches, software product changes and releases.
- Partner with internal account teams and other business units to foster an environment of learning, execution, and continuous process improvement.
- Provide customer support case oversight and status updates to both internal management and clients on a regular basis.
- Adopt a proactive mindset to help anticipate client’s needs and mitigate service and operational issues.
Requirements
- 3-5 years of related experience in a consulting or project management role,
- 3 years in a software support role.
- Solid technical knowledge of networking theories and protocols such as TCP/IP, SIP, FTP/SFTP, OSI Model.
- In depth knowledge of one or more call center solutions like: Five9, Genesis, Cisco, Nuance, TuVox, Avaya, Aspect, Nortel, Interactive Intelligence, Siebel Call Center or CosmoCom.
- Experience in technical writing and documentation.
- Experience in contact center objectives, methodologies, tools & operations, contact center reporting and KPIs.
- Experience with/and working knowledge of PBX, ACD, CTI, VoIP, IVR, Dialers and Telephony applications.
- Strong project management and client-facing skills - Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.).
- Willing to travel to client sites as required; able to work outside standard business hours.
- Excellent verbal and written communication skills.
- Team player, self-starter, able to manage multiple priorities and meet deadlines.
- Bachelor’s degree in a technical field and/or comparable industry certifications and experience
Benefits
- Company stocks
- Annual merit increase based on performance
- 15% night shift differential pay
- Paid Leave with Cash Conversion
- HMO with free dependents
- Retirement Plan
- Life Insurance
- While on work from home setup: Internet and meal allowance are provided
- Employee Assistance Program for mental and social well-being
- Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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