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Technical Account Manager At Quadient

Location: Toronto, Ontario

Job Description

The Technical Account Manager’s (TAM) role is to enhance the quality of service and to help clients better leverage the Quadient Solution. The TAM acts as a liaison between the client and the Quadient organization, facilitating the communication, advocating on clients’ behalf and ensuring the right stakeholders are involved in any communication and decision making. They are members of the Customer Services Organization and report to the Director of Support.

Requirements:

  • Solid understanding of the CCM market and technologies
  • In-depth knowledge of Quadient products and solutions
  • Fluent English
  • Excellent verbal and written communication skills
  • Comfortable presenting to senior management
  • High technical and analytical knowledge
  • Ability to implement effective problem solving techniques

Responsibilities:

  • Understand, document and share comprehensive summary of clients’ solutions (e.g. detailed environment information)
  • Ensure clients’ records are always up to date in the CRM system (SFDC)
  • Constantly help clients get the most out of the Quadient solution
    • Ensure clients run the latest and the most appropriate version of our products
    • Ensure clients are aware of the new products, features and functionalities
    • Help to optimize the existing solution
    • Help to identify the best way to architect/license the solution
    • Ensure clients’ licenses are configured properly and pro-actively ensure they do not expire
    • Providing timely updates for new releases, Service Packs and Hot Fixes applicable to their client
  • Manage clients’ new feature Requests
  • Coordinate clients’ support activities to identify any trends, prioritize issues, maintain the big picture visibility
  • Act as a point of escalation for any critical or urgent issues
  • Actively monitor and participate in resolution of any Critical or High priority cases
  • Provide monthly support activity reports to the client
    • If needed, review any support cases
  • Actively solicit clients feedback for both the quality of our services and their satisfaction with the solution itself
  • Provide monthly account status reports to the Director of Support and VP of PSO and CSO
  • Participate in any PSO activities ensuring clients’ needs are understood and addressed
  • Identify and communicate to the Sales team any product or services upsell opportunities
  • Conducting quarterly local customer visits (upgrades & installations, meeting the customer to discuss how to improve communication between support and customer etc.)
  • Assisting customers to continually improve planning and best practice
  • Assisting with the development of customer strategies and recognizing upselling potential
  • Liaising with the Account Manager about customer needs and upselling potential
  • Creating support documentation configuration management
  • Liaising with Support and Licensing to ensure they have up to date information
  • Providing customer satisfaction feedback
  • Liaising with the local PSO manager about new projects and support requirements
  • Liaising with the sales team about renewal dates and customer requirements
  • Collaborating closely with the local Sales Account Managers
  • Acting as dedicated support for enterprise or key customers
  • Helping on-board new clients
  • Understanding customers’ infrastructure and architecture
  • Own and maintain clients’ Account and Contact records in Salesforce.com
    • Address, email, phone number
    • Client category, account type
    • Entitlement
    • Environment information
    • Client Portal accounts
  • Onboarding clients
    • Review of the PSO-Support transition document
    • Knowledge transfer
    • “Introduction to Support” presentation for the client
  • Managing client’s NFR’s
  • Providing timely updates for new releases, Service Packs and Hot Fixes applicable to their client

The integrity of Technical Account Managers must be guaranteed because they handle internally and externally sensitive data.

Relevant Processes or Procedures:

  • Incident Resolution (Support)
  • Account Management
  • Customer Response
Location: Open to candidates in the US - Remote work available.