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Technical Account Manager


This is a Contract position in Cranbrook, ia posted July 11, 2021.

Product Success: Technical Account Manager Location: Toronto, Canada As a member of the [24] Team, the Technical Account Manager (TAM) is responsible for the ongoing success of [24] clients and partners who have launched applications on the [24] platform.

Daily work can span the gamut from technical support and software project management to client/partner relationship management at the operational level.

Candidates must be comfortable working in an open, collaborative environment with smart people that solve problems interactively.

Successful candidates are fast learners, self-motivated, and have a proven ability to drive technical solutions to client problems for a service-based business.

At [24], the Technical Account Manager has broad responsibilities spanning support engineering through technical account management.

Responsibilities Support and on-board client and partner applications: Be the primary point of contact as clients and partners build, launch, run and support their applications.

Diagnose and manage operational issues Report on incidents and help prepare root-cause analyses Perform client-specific reporting and operational activities Provide tier 1/2 technical support Provision platform services Drive building and testing client IP and telecom connectivity Participate in application launches Ensure correct billing of services Track client/partner platform usage Project manage application updates: For Fortune 50 clients that contract directly with [24] for services, ensure the successful definition, implementation and launch of application updates consisting of defect fixes and functional enhancements.

Negotiate release scope Identify required implementation partners Manage the client and partners through the software lifecycle Track partner and internal hours for client billing Forecast and track annual client PS expense budget Relationship management: Keep client satisfaction high while maximizing client revenue and profitability.

Participate in periodic account reviews and Review invoices Partner with account management to deliver challenging messages Skillfully manage clients through difficult situations Qualifications BS or BA or years of equivalent industry experience 3-5 years of experience in client-facing support or services positions 2-3 years of experience delivering or supporting software solutions via partners Excellent interpersonal, client-management, oral and written communication skills Ability to bridge the communication gap between engineers and business people Ability to effectively balance competing priorities across multiple clients Excellent initiation and follow-through on client requests Understand multi-tier system architectures.

Technical analysis and debugging skills.

SaaS experience Ability to recognize unreported issues and anticipate/develop solutions Ability to train/guide clients/partners/users on use of unique/proprietary software remotely Ability to identify/troubleshoot/resolve user issues that are not product bugs but rather training/education opportunities Self-motivated, with proven ability to own problems through resolution Knowledge in these areas are strongly preferred: Telecommunications, including VoIP Call centers and call center technologies: Computer Telephony Integration (CTI), call routing Speech application knowledge: VoiceXML, speech application model, audio file formats, grammars Basic UNIX concepts and commands Microsoft Office and SharePoint applications Ability to work with multiple geos Nice to have: Web application development: Web application model, JavaScript, cookies IP Networking basics: IP addressing, DNS, firewalls, load balancers, proxy servers, VPNs, SSL Experience/familiarity with Virtual Agents/Assistants and Chatbots Experience working in an Agile/Scrum environment About [24] [24] is a leader in the Conversational AI market, with over 250 Fortune 500/1000 customers.

We continue to transform our business to drive greater value to our team, shareholders, customers through new product development and market growth.

[24] is redefining the way companies interact with consumers.

Using Artificial Intelligence and Machine Learning to understand consumer intent, [24]’s technology helps companies create a personalized, predictive and effortless customer experience across all channels.

The world’s largest and most recognizable brands are using intent-driven engagement from [24] to assist several hundred million visitors annually, through more than 1.5 billion conversations, most of which are automated and learn from each consumer experience.

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