Technical Account Manager II

Philippines
Permanent
Full-time

13 hours ago

The ResultsCX Technical Account Manager is assigned to specific client programs as the primary point of contact for internal and external clients managing technology projects. In this role you are responsible for project management of existing client projects and change requests in support of expansion and/or changes to current infrastructure. In this role you will:

Be the primary technology point of contact for internal operations, sales and external clients in regard to tech program ensuring high quality support
Understand client needs based on contracts, operational initiatives and KPI’s of the client’s program
Coordinate client-initiated changes following the RESULTS-CX change management process
Communicate project impacting changes to internal and external stakeholders with detailed area of impact
Manage resolution of issues encountered on all assigned projects
Lead client program assessments to identify innovative technology solutions to increase operational effectiveness
Implement and enforces project change management processes, including documenting financial implications of changes and coordinating cross functional IT teams to get changes completed successfully.
Document all risks associated with work requests or associated timelines providing time and cost estimates for all new work requests
Manage projects including enhancements to current technology solutions
Implement standards for maintaining a stable environment in addition to making recommendations for updated standards
Ensures that hardware and software for all sites supporting a program are up to client specifications
Stay abreast of new technology initiatives to identify improvement opportunities for their program
Attend client meetings and presents for technology (QBR’s, etc)

We are looking for someone who has:

3 to 8 years managing Information Technology projects.

2+ years in a project management role with client interaction
3 to 5 years in an enterprise networked client-server environment
Thorough knowledge of network protocols and operations, desktop operating systems and capabilities, and troubleshooting techniques
Excellent verbal and written communication skills
Associate or Bachelor’s Degree in Computer Science or equivalent experience
Microsoft Certified Product Specialist (MCPS), Microsoft Certified Engineer (MSCE).
PMP or Six Sigma – preferred

About ResultsCX:ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.#LI-Remote

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