Technical Account Manager

Company Overview Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Principle Accountabilities (Key Result Areas)

• Lead clients by providing overall proactive management for all technical related issues by

leveraging standardized procedures and best practices for support to resolve production

issues quickly.

• Will lead projects from conception through launch by managing client and internal

stakeholder expectations around the solution, timelines, issues, risks, migration strategy

and go-live support.

• Develop and report upon key performance metrics that show valuable client and IT

engagement statistics that help drive overall success for each client.

• Create and maintain strategic relationships with key stakeholders within our customer

organizations, including the IT Directors, CIO, and Line of Business leaders as well as

technology professionals.

• Build on client intimacy and become a reference / consultant for customers.
• Will demonstrate a deep understanding of the market forces affecting our clients and

offers insight into new ways of achieving objectives.

• Must be a change agent by articulating the case for change and helping our clients evolve

by leveraging IT differently for better business outcomes.

• Is responsible for sustainable growth through routinely partnering with Services Sales and

other Services personnel to strategize on ways to create new opportunities within the

accounts they service.

• Is responsible for the profitability of our services through portfolio management including

contract consumption, contribution margin, operational expense management, and revenue

growth, all in a manner consistent within Company legal, fiscal and personnel policies.

• Occasionally leads sharing of best practices and guidance with team community
• Consistently establishes and maintains working relationships with internal support

delivery teams, customer support teams, customer contracts and materiel representatives

• Frequently establishes and maintains relationships with Field Sales and internal client lines

of businesses.

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• Outstanding customer service skills, as well as excellent verbal and written

communications skills.

• Demonstrated ability to be a team player and a willingness to lend a hand with any

project

• Ability to manage multiple projects, activities and tasks simultaneously
• Ability to travel a plus
• Ability to work off-hours as required, and participate in a 24/7 on call rotation

Attributes & Attitude

Outstanding customer service skills, as well as excellent verbal and written

communications skills.

• Demonstrated ability to be a team player and a willingness to lend a hand with any

project

• Ability to manage multiple projects, activities and tasks simultaneously
• Ability to travel a plus
• Ability to work off-hours as required, and participate in a 24/7 on call rotation

Must have the personal communication and presentation skills that will represent

the company professionally to outside agencies, financial institutions, business

partners, employees and customers.

• Bachelor’s Degree in Computer Science and/or a combination of equivalent

experience: 7 - 10 years experience in an IT services or consulting, with a strong

understanding of Corporate account support.

• Fundamental knowledge in two or more of the following: Mobility, application

development, cloud, network and desktop/server operating systems, information

worker applications, database systems, messaging, management and operations and

security.

• IT Project Management background

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.