Technical Account Manager
Austin, TXFull-TimeManagerAccounts / Finance
What You'll Be Doing
- Strategic Operations & Client Management
- Contract Renewal Negotiations: Lead 2–3 renewal negotiations per client per quarter, including pricing, scope, and terms. Actively manage negotiations until contracts are signed, often handling deals ranging from $10K to $4M+.
- Client Health Checks & Monitoring: Conduct daily system and landing-zone checks, maintain knowledge bases, and drive automation scripting to ensure platform health and client satisfaction.
- Change & Upgrade Coordination: Plan and execute platform upgrades, schedule maintenance windows, and coordinate with Level 2 engineers.
- Incident Escalation & Bridge Support: Serve as the escalation point for P1/P2 incidents, lead or join incident bridges, and ensure timely, clear updates to clients and internal teams.
- RCA Action Tracking: Partner with Major Incident Response (MIR) to track and implement preventive actions from root cause analyses, ensuring knowledge transfer and checklist completion.
- Billing Inputs: Provide engineering services hours and OM utilization data to Commercial Admin for monthly billing packs.
- Contract Scope Alignment: Validate OM responsibilities against SOW/RACI documents and clarify deliverables with clients and internal teams during onboarding and renewals.
- Platform & Service Delivery
- Oversee trending and analysis of support and change service requests.
- Prioritize and assign work for technical resources, ensuring timely completion of change management cycles and incident resolution.
- Review and analyze platform stability, capacity, and performance metrics; develop and execute action plans to address issues.
- Coordinate incident and service request resolution from initiation to root cause analysis, collaborating with Service Desk, Level II/III, and management resources.
- Maintain deep, current knowledge of supported platforms and technologies, applying this expertise to client environments.
- Ensure strict adherence to client regulations and policies (e.g., ITIL, Incident/Problem/Change/Release Management, Security, Asset Management, Time Reporting).
- Communication & Relationship Building
- Build and maintain strong, trusted relationships with client stakeholders, acting as a strategic advisor and escalation point.
- Organize and lead regular operational status reviews and business review meetings.
- Coordinate account activities and communications with Account Management, vendors, and internal teams.
- Proactively check in with clients to assess satisfaction and identify improvement opportunities.
- Mentor internal team members to ensure high standards of customer service and technical delivery.
- Capture and share “lessons learned” and best practices across teams.
- Commercial & Contract Management
- Support Account Management in client interactions, renewals, and expansion opportunities.
- Assist in the creation of Statements of Work (SOWs), Change Requests, RFP responses, and other contract documentation.
- Track project run rates, hours utilization, and ensure accurate invoicing.
- Compile pre-implementation requirements, level of effort (LOE) estimates, and resource management plans for small projects.
- Provide formal account status updates and critical client information to peers and leadership.
- Transition & Change Management
- Lead the transition of clients from project implementation to steady-state support (Day 2 operations).
- Ensure creation and maintenance of support reference documentation.
- Set clear expectations for daily support and ongoing project responsibilities.
- Integrate feedback to improve delivery methods and client experience.
What You'll Bring to the Role
- 6–8+ years of technical operations management, preferably in CCaaS solutions including cloud services, GCP preferred and AI solutions, preferably with Google Cloud Contact Center AI Platform or Dialogflow
- Proven experience in client management and CX technical consulting.
- Hands-on experience with CCaaS technologies (NiCE CXone, Genesys, Five9, AWS Connect, Zoom CC, etc.,)
- Demonstrated ability to lead, mentor, and develop technical support teams.
- Strong understanding of ITIL processes and best practices.
- Experience managing commercial aspects of service delivery, including SOWs, invoicing, and resource planning.
- Excellent communication, relationship-building, and problem-solving skills.
- Ability to work effectively in a remote, global, and cross-functional environment.
