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.

Technical Account Manager Overview

The Technical Account Manager (TAM) is p rimarily responsible for owning the overall IT relationship between client's IT department and VXI's IT organization. The Technical Account Manager is the single point of contact for the client for all VXI IT-related initiatives and issues. As the SME of the account(s) they support, the TAM should have technical expertise as well as soft skills with excellent verbal and written communication.

Our TAMs are established and practiced client management professionals who are tasked to exceed customer expectations through increased communication, process and technology improvement, delivery of customized IT solutions, environment analysis, and solving complex problems. The TAM works directly with the IT Infrastructure teams and IT Executive Management to gain sponsorship for their initiatives, elimination of red tape, and exceeding client goals. Implements a stakeholder engagement and communications plan, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. The TAM Collects and uses feedback from clients and stakeholders to help measure effectiveness of stakeholder management as well as supports transformation and innovation initiatives for their client(s).

The TAMs possess a wide range of technical skills including an extensive IT Project Management background (PMP/Scrum/Agile), technical background in IVR/call delivery, PBX management, VoIP, SIP, networking, security, firewalling, server/data center environments, cloud hosting, domain/desktop standards, and application deployment. Soft skills include account management expertise, communication, teamwork, collaboration, leadership, adaptability, and conflict resolution. TPMs interact with their customers in many ways including phone, chat, Teams, Zoom, Webex and face-to-face meetings when appropriate.

Responsibilities

• Develop and maintain a strong relationship with assigned client(s) and their stakeholders.
• Gain a thorough understanding of the client's IT environment and initiatives.
• Oversee all technical aspects of client(s) and their projects, including technology health.
• Be accessible, approachable, and responsive to client requests.
• Drive overall client satisfaction.
• 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.
• Lead and direct the work of others, requiring a wide degree of creativity and latitude.

• Set deadlines, assign responsibilities, monitor, and summarize progress of project.
• Hold regularly scheduled meetings for project review, open items, and task review.
• Prepare reports for upper management regarding status of client(s) and their project(s).

• 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.
• 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.
• Rely on experience and judgment to plan and accomplish goals.
• 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 IT experience in the Call Center industry.
• Ability to work with a broad spectrum of people with varying levels of technical acumen
• Demonstrated technical problem-solving proficiency
• Excellent customer service and communication skills, both verbal and written
• Highly organized with the ability to multi-task and work under pressure to meet deadlines
• Detail oriented with strong organizational skills
• Experience with managing timelines, resources, and tasks
• Proficiency in Microsoft Office Applications
• Presentation skills
• Ability to travel as needed
• Open Availability to work Monday through Friday primarily between the hours of 8:00am to 5:00pm (MST)
• Flexible to accommodate after-hour projects and on-call work when needed

HIGHLY DESIRED

• IT Project Management background (PMP/Scrum/Agile)
• Technical background in call center technologies including IVR/call delivery, PBX management, VoIP, SIP, networking, security, firewalling, server/data center environments, cloud hosting, domain/desktop standards, and application deployment
• Incident Management and technical troubleshooting experience.
• Active passport

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