Technical Account Manager

2 days ago

Hyderabad, Telangana, India VXI Global Solutions Full time ₹ 12,00,000 - ₹ 36,00,000 per year

It's fun to work in a company where people truly BELIEVE in what they are doing

We're committed to bringing passion and customer focus to the business.

Responsibilities


• Develop and maintain a strong relationship with assigned client(s) and their stakeholders.


• Oversee all technical aspects of client(s) and their projects, including technology health.


• Gain a thorough understanding of the client's IT environment and initiatives.


• Set deadlines, assign responsibilities, monitor, and summarize progress of project.


• Prepare reports for upper management regarding status of client(s) and their project(s).


• Become familiar with and demonstrate a variety of contact center concepts, practices, technology, and procedures.


• Drive overall client satisfaction.


• Rely on experience and judgment to plan and accomplish goals.


• Lead and direct the work of others, requiring a wide degree of creativity and latitude.


• Coordinate with the IT teams in order to provide timely delivery of projects/tasks as per client's request. Projects may include such things as new initiatives, new locations to provide service from, new technologies, and environment upgrades.


• Hold regularly scheduled meetings for project review, open items, and task review.


• Be accessible, approachable, and responsive to client requests.


• Perform other related duties and assignments as required and as assigned by supervisor or manager.


• Thrive as a team player in a fast-paced, high-energy, change-oriented environment.


• Ensure all VXI policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc. Ensure exceptions or infractions are escalated to management appropriately.


• Participate and address production affecting outages specific to assigned client(s).


• Evaluate client(s) projects and offer technical solutions to fill gaps and improve performance.


• Assist with completing and updating technical documentation.


• Assist in facilitating client(s) and internal audits of the client(s) technical requirements.


• Work during primary client(s) hours of operation.


• Occasional on-call or after-work hours may be required to serve the customer.


• Travel as needed.

Qualifications


• Bachelor's degree or equivalent experience


• 3-5 years of experience in the IT side of the Call Center industry.


• Demonstrated technical problem-solving proficiency


• Excellent customer service and communication skills, both verbal and written


• The ability to multi-task and work under stress to meet deadlines


• Detail oriented with strong organizational skills


• Experience with managing timelines, resources, and tasks


• Proficiency in Microsoft Office Applications


• Presentation skills


• Must be able to travel


• Must be able to work Monday through Friday primarily between the hours of 8:00am to 5:00pm (MST)


• Must be flexible to accommodate after-hour projects and on-call work when needed

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us

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