Technical Account Manager

Key Skills

Aartificial intelligence, Accounting, Analytical and Problem solving, Big Data Technology, Data Analytics, Data Warehousing, Database, Effective communication skills, ETL frameworks, IT, JIRA, Leadership Skill, Microsoft Office suites, Tech Support

Job Description

ABOUT THE ROLE

The Global Deployment team builds strong client relationships & ensures timely execution of deployment & production activities. The TAMs are particularly responsible for ensuring uninterrupted Afiniti services & maximizing Afiniti’s financial performance. The TAMs lead teams internally as the customer champion, driving service maturity and service excellence across all functional teams. The TAMs proactively maintain relationships within the customer IT organizations driving customer satisfaction, engagement, and retention.

KEY RESPONSIBILITIES

• Responsible for the smooth resolution of all Afiniti related issues at the customer when Afiniti is in production.
• Required to work with all technical and engineering teams to ensure that all production issues are resolved in a timely manner
• Resolve problems by working as a contact person between Afiniti and our customers during the production phase. This includes coordinating with Global Deployment Leads as well as other key stakeholders like Afiniti technical and commercial teams.
• To maintain excellent relationship with customers and ensure engagement with customer representatives at all level of assigned accounts.
• Support the customer through internal processes in order to execute timely deployments, ensure smooth Afiniti operations and execute timely changes in production.
• Prepare adhoc, weekly, monthly, quarterly status reports.
• Responsible for total incident ownership, managing all high and critical incidents and escalating appropriately any production issues with the right authorities.
• Establish and maintain the relationship as the project lead between clients, vendors and internal Afiniti teams when the account is in production.
• Ensure effective conflict resolution and change management for the account

MINIMUM QUALIFICATIONS

• Experience of 3 years or more in technical support environment or IT service management.
• Bachelor’s in Computer Science/Technology/ Management Information Systems/ Engineering

• Knowledge of big data or data analytics technologies including data warehouses, ETL tools, and databases.
• Strong knowledge of MS Office tools and experience working with ITSM tools like JIRA, ServiceNow, etc.
• Leadership skills, excellent problem-solving skills, strong communication skills, and ability to lead internal teams to effective resolution of issues, while maintaining customer confidence in Afiniti.
• Proven ability to influence cross-functional teams without formal authority
• The ability to travel for assignments as and when required

PREFERRED QUALIFICATIONS

• Experience working with contact center-related technologies including ACD, IVR, CTI, and dialer
• IT service management certifications like ITIL

LOCATION/REMOTE WORK STATEMENT

Based on the role and function at Afiniti, you may have the opportunity to work remotely!

If your role allows you to work remotely, you will have opportunities to travel to an Afiniti office for key moments throughout the year, but the amount of expected travel will depend on your role and team.