Technical Account Manager

Responsible for managing the platform, operational relationships, operations related services, and on-going support of contact center managed operations clients. Function as a trusted advisor to our clients, and responsibilities include oversight of the managed technical operations, building and maintaining client relationships, ensuring client satisfaction, mitigating risks, and leading managed technical operations account expansion. Assures adherence with client regulations/policies (ITIL processes, Time reporting, Asset Management, Release Management, Security, etc.). Manages internal and external communications regarding the client engagement. Ensures client satisfaction with Managed Services Offerings and facilitates the transition between project-related activities and Day-2 support. Participates in the management of the commercial aspects of the managed services engagement. This includes assisting with the creation of commercial documentation, requirements gathering and determination of effort. Has platform Operations Management and management, trending and analysis of historical and existing support and change service requests. Prioritize work related to service requests for technical resources. Own completion of Change Management cycles and provide adequate visibility internally and externally. Review daily/weekly/monthly platform statistics related to stability and capacity. Develop Action plans to resolve stability or capacity issues. Coordinate Incident / Service Request resolution activities from initiation to root cause analysis between Service Desk, Level II/III and management resources. Ensure certification of technical plans for major implementations and projects. Continuous development and exhibition of platform knowledge and effective application to the client environment. Maintain positive and professional demeanor when communicating internally and externally. Build strong business relationships with all engagement stakeholders.