5 дней назад
Lead Technical Account Manager
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Lead Technical Account Manager (Contact Center Software): Owning strategic customer relationships and resolving complex technical issues for key contact center accounts with an accent on customer advocacy, troubleshooting, and SLA management. Focus on coordinating Technical Support, Professional Services, Product Management, and Engineering while driving customer satisfaction, retention, and referenceability.
Location: USA - Remote
Company
is a global software company providing AI, cloud, and digital solutions for customer experience, financial crime prevention, and public safety.
What you will do
- Own relationships with key customer experience accounts and act as their internal advocate before and after platform go-live.
- Resolve complex, technically challenging, and high-stakes customer issues while providing strong technical and customer service.
- Review open issues with assigned accounts, understand their contact center and business needs, and serve as a trusted technical advisor.
- Coordinate with Technical Support, Professional Services, Product Management, and Engineering to resolve cases and requests within SLA targets.
- Drive customer satisfaction, retention, product adoption, and customer referenceability.
Requirements
- 10 years of experience in a technical or service role within software, telecommunications, customer service, contact centers, or service delivery.
- Demonstrated technical problem-solving proficiency with advanced analytical and troubleshooting skills.
- Working technical knowledge of contact center software, design, and functionality.
- Experience communicating at technical and functional levels while managing business relationships during implementations.
- Ability to manage complex customer relationships and high-stakes technical issues.
hirify.global-to-have"> to have
- TCP/IP networking, VoIP, SIP signaling, telecom circuits, PBX, carrier, and IP telephony experience.
- Understanding of network topology, telecommunications architecture, internet fundamentals, database and SQL concepts, and scripting fundamentals.
- Analytical, inquisitive, service-oriented, team-oriented, and early-adopter mindset.
Culture & Benefits
- Fast-paced, collaborative, and creative environment.
- Opportunities to learn, grow, and pursue internal careers across roles, disciplines, domains, and locations.
- Work with a global organization serving more than 25,000 businesses across 30+ countries.
- Equal opportunity employment environment.
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