Sr. Technical Account Manager - Enterprise Customer Networks

Profile

**MEMBERS ONLY**SIGN UP NOW***. Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, **MEMBERS ONLY**SIGN UP NOW***. Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, **MEMBERS ONLY**SIGN UP NOW***. Business is one of the largest contributors to the growth of **MEMBERS ONLY**SIGN UP NOW***. Cable. The organization is the nation’s largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services.

Job Summary

Responsible for acting as technical liaison and customer advocate for multiple national account clients and is responsible for client services and account management throughout the customer lifecycle. Sr. Technical Account Manager (Sr. TAM) provides personalized, proactive support and post-sales relationship management by addressing customer technical escalations, investigating critical and complex customer issues, and establishing action plans to drive issues to closure. Sr. TAM’s ensure timely handling of customer issues and concerns by leveraging knowledge and experience to develop strategies which improve the overall quality of the customer experience, ensure retention, and promote revenue growth. On the operational front, the Sr. TAM studies the customer environments so they can provide informed guidance. They act as a technical liaison between the customer and **MEMBERS ONLY**SIGN UP NOW***. Support, Engineering and Solution Architect teams and focus on delivering technical recommendations that are aligned with the customer’s strategies and goals. The Sr. TAM also provides scheduled and ad-hoc reporting and analysis related to technical support incident and performance trends. The Sr. TAM oversees, and coordinates aging open incidents through resolution and manages technical support issues on the customer’s behalf. The Sr. TAM provides technical account support by working closely with the customer’s internal staff, effectively becoming the customer’s technical support expert. The Sr. TAM also coordinates weekly and monthly meetings, engaging resources, and subject matter experts to assist with issues and projects, ensuring that all decisions are weighed against the potential impact to the business. Sr. TAM’s have in-depth experience, knowledge, and skills in own discipline, usually determine own work priorities and act as resource for colleagues with less experience. This position works independently and supports assigned national account customers by managing company resources across various functional areas to ensure service delivery and retention. This job is an individual contributor role that does not have direct responsibility for supervision or performance management of staff.

Job Description

Core Responsibilities


Coordinate and direct technical resources to support customer information requests related to company products and services such as internet, voice and data solutions, managed internet protocol, business systems and managed services.

Ensure compliance and drive performance metrics related to time and financial obligations for a portfolio of national accounts by reading and understanding contracts, service level agreements and technical requirements.

Provide operational consultation to sales and fulfillment teams during the sales proposal process including customer site visits as required pre-sale.

Advise the sales account manager on possible opportunities to generate additional revenue and/or units by conducting regular account analysis. Business recommendations may include installation of new/additional products, identification of sites newly ready for installation and upgrades to existing levels of service.

Travel to customer locations on a regular or as needed/requested basis and/or maintain regularly scheduled calls to review service performance reports and other customer requested information including but not limited to; installation processes, network performance and other refined customer experience metrics throughout the relationship with the account.

Demonstrate leadership qualities and mentors, trains, and provides guidance to technical account managers as a team subject matter expert. Develops and maintains technical account management knowledge-based reference materials, documentation, templates, customer runbooks and technical solution diagrams.

Continually monitor and adjust work status queues, respond to, and resolve national account customer issues through independent decision making and cross functional engagement and collaboration.

Develop and communicate customer implementation strategies to support the migration of voice, video and data services onto the company network delivered by fiber or hybrid fiber coax.

Cultivate and maintain relationships with field operations to ensure order fulfillment and quality assurance activities are completed in a timely manner.

Participates in solution architecture testing and proof of concept validation for new product designs in collaboration with design engineers.

As the resident advocate and voice for your customer, you are an extension of the customer's technical team.

Be the point of contact for all your customer’s technical issues and escalations.

Facilitate timely resolution of customer issues by delivering personalized, “high-touch” support and expedited access to product and support experts familiar with the customer’s unique environment.

Gain an understanding of customer’s Information Technology (IT) goals, priorities, processes, and infrastructure and how **MEMBERS ONLY**SIGN UP NOW***. services contributes to the overall customer mission.

Provide proactive assistance when customers are planning changes and upgrades to their environment and identify revenue growth opportunities.

Partner with other critical **MEMBERS ONLY**SIGN UP NOW***. account team members including Client Services, Project Management and Sales and collaboratively develop account strategies.

Responsible for tracking and reporting on the health of your customer accounts, providing regular updates to **MEMBERS ONLY**SIGN UP NOW***. leadership.

Participate in quarterly business reviews with broader account management teams.

Excellent relationship management, customer service, communication, and presentation skills.

Experience in network engineering, telecommunications, and LAN/WAN technologies.

Consistent track record of highly professional customer service in a fast-paced, dynamic environment.

Excellent problem-solving skills, including issue tracking, triaging and crisis management.

Travel to customer and other **MEMBERS ONLY**SIGN UP NOW***. locations required anywhere between 10 - 15%.

Maintains industry knowledge through vendor engagements, user groups, trade periodicals and technical conferences.

Consistent exercise of independent judgment and discretion in matters of significance.

Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

Other duties and responsibilities as assigned.


Employees at all levels are expected to:


Understand our Operating Principles; make them the guidelines for how you do your job.

Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

Win as a team - make big things happen by working together and being open to new ideas.

Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

Drive results and growth.

Respect and promote inclusion & diversity.

Do what's right for each other, our customers, investors and our communities.


Disclaimer:


This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.


**MEMBERS ONLY**SIGN UP NOW***. is an EOE/Veterans/Disabled/LGBT employer.

Education

Bachelor's Degree

Relevant Work Experience

7-10 Years

Salary:

Pay Range: $69,933.14 - $104,899.71

**MEMBERS ONLY**SIGN UP NOW***. intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.

Base pay is one part of the Total Rewards that **MEMBERS ONLY**SIGN UP NOW***. provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, **MEMBERS ONLY**SIGN UP NOW***. provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (****on our careers site for more details.

Company info

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