Basic Information Description and Requirements Position Overview:Reporting to the Manager of Client Success Management, the Senior Technical Account Manager (Sr.
TAM) will have the following 4 key responsibilities:Proactive management of the existing services contract relationship, management of SLA’s & KPI’s.
You are the face of TELUS International International for service responsibility to our high valued customers and responsible to liaise with various levels of management within the customer including C level ExecutivesTaking ownership for Customer Architecture and providing direction to delivery teamsCollaborative and engaged relationship with the Sales / Account team in support of new business opportunities focussing on helping customers get to the CloudResponsibilities:Be the trusted advisor for our customers, working to develop or assist with Cloud strategiesBeing a Customer advocate within TELUS International, driving changes through interaction with Sales, Marketing, Service Assurance, Implementation and Order ExcellenceRevenue retention and growthPerforming regular account reviewsInitiating and delivering service improvement plansApplication support/development and maintenanceProviding assistance to Sales with acquiring new business, new business leads generationConducting SLA, contract compliance, and reporting reviewsConducting face to face service reviews and customer satisfaction surveysSupporting Sales and Operations in strategic planning and business responses to support client service requirementsBeing viewed as the focal point of contact to the client in maintaining the service relationshipCollaborating, negotiating and mediating to ensure both TELUS International and our customers are living up to our contract agreements and respective responsibilitiesBuilding and maintaining strong business relationships with assigned customersProviding thought leadership and technical insight into client business decisionsProactively promoting TELUS International’ services so that clients are in a position to further increase their revenues and the use of TELUS International servicesQualificationsRequired Knowledge:Strong customer orientation & influencing skills: listeningunderstanding our customers vision of the futurecollaboratingcommunicatingdecision makingimagining possible solutionsEnd to end understanding of IT operational processes (ITIL) and an in-depth knowledge in IT technology concepts relating to the services we provide the customerDemonstrated client relationship managementA strong working knowledge of:Cloud technologies and terminologyVirtualization under VMware, GCP and / or AzureCisco Unified Computing Microsoft ClusteringMicrosoft Visio / producing and maintaining network diagramsMicrosoft SQLEnterprise storage and backup technologiesBasic knowledge of PCI Security StandardsKnowledge of basic data networking technologies, including WAN, LAN, IP, VPN, and InternetRequired Skills & Abilities:Excellent oral and written communication skillsEnd to end understanding of operational processes and a proficiency in Data/IP concepts and competitive environmentsAbility to comprehend problems, develop solutions and communicate those effectively to all key stakeholdersAbility to manage stressful situations and tight deadlinesRequired Professional Designation/Certification:Post-secondary education in Business Management, Telecommunications Management, Information Technology or equivalent business experienceITIL CertifiedRequired Experience:5 years’ experience in managing service for major accounts within the communication industry5 years’ of experience in supporting a Cloud environment5 years’ experience supporting mainframe technologyProject management &/or service assurance experience Additional Job Description As an active member of TELUS International, you will be at the heart of a major TELUS transformation program supporting it as a Sr.
Technical Account Manager reporting to the Manager of Client Success Management.
The post Digital Solutions | Sr. Technical Account Manager - Remote first appeared on Victoria Job Bank.
from Victoria Job Bank https://ift.tt/3kizz9e
via IFTTT
Comments
Post a Comment