Technical Account Manager

Technical Account Manager

Department: Global Support

Business Unit: Corporate

Reports To: Director, Customer Support

Direct Reports: No

POSITION OVERVIEW

The Technical Account Manager (TAM) role at e2open sits within the Customer Service organization and is responsible for the operational and technical support of e2open’s key accounts. The TAM works closely with members of the Client Experience Organization (Customer Support, Customer Success Managers, Enterprise Services Engineers) to provide an exceptional customer experience. Primary responsibilities include supporting the end-to-end delivery of customers solutions, fostering strong partnerships with internal stakeholders, problem management, and a deep understanding of the customers product portfolio, with a strong technical ability.

RESPONSIBILITIES:

• Oversee the end to end technical and operational aspects of assigned accounts demonstrating strong expertise in these areas.
• Ability to interact with Customer contacts at all levels including C-suite & senior executives directly and/or to support a Customer Success Manager.
• Manage production of a customer’s solution ensuring the end-to-end delivery of the customers product portfolio i.e. the solution.
• Lead cross-functional efforts with internal stakeholders to create a seamless and easy experience for assigned customers within e2open.
• Responsible for problem management, reviewing customers overall case volume, working to obtain faster resolution and understanding trends.
• Partner with e2open teams to deliver RCA’s for major incidents
• Lead efforts to identify and mitigate potential failures, escalations, and risks before a breach in customer SLAs.
• Partner with Enterprise Service Engineers, Customer Support and Customer Success Manager to ensure the complete service experience for the customer is positive.
• Demonstrate a deep and clear understanding of assigned clients’ business process.
• Demonstrate deep domain expertise & technical ability to successfully interface with Product, Professional Services and Cloud Operations teams.
• Manage proactive maintenance of the customers solutions.
• Other tasks and activities as assigned.

QUALIFICATIONS AND EXPERIENCE:

• Candidate must possess a Diploma, Advanced/Higher/Graduate Diploma, Bachelor’s Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
• 7+ years of working experience in customer support, technical support or professional services, preferably in a technical role.
• Excellent written and verbal communication skills, including ability to speak and write fluently in English.
• Excellent time management and organizational skills.
• High attention to detail and technical problem-solving/troubleshooting skills.
• Ability to work in a team environment.
• Comfortable working under deadlines and managing multiple priority customer situations.
• Comfortable interfacing with customers and senior colleagues within e2open.
• Knowledge of Supply Chain principles desirable.

PHYSICAL REQUIREMENTS:

• General office environment and responsibilities requiring:
  • Extensive use of the computer which involves viewing a monitor and keyboarding for most of the workday.
  • Placing and receiving phone calls.
  • Occasionally moving and lifting objects up to 20 pounds.
  • May require some travel as needed.