Support Technical Account Manager

Company Description:

About Sutherland: 

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results

Job Description:

The Support Technical Account Manager is a trusted advisor to clients and will provide both proactive and reactive support ensuring alignment with the Client’s priorities and business objectives. The TAM is responsible for maintaining a strategic relationship across all client business units influencing tactical activities to drive service excellence for designated accounts. The CS TAM will be required to have a solid understanding in the Solutions deployed at their designated clients and ensure maximum value is achieved from the solutions.

You will be the primary interface between the Clients and support organizations while managing critical issues, problems and requests related to escalations and missed expectations.

The TAM is an extension of the Support Management Team focused on escalation management, technical communication, driving resolution and technical best practices. 

Responsibilities:

• Understand the full solution & 3rd party integrations for designated accounts.
• Analyze support activity and SR trends for the assigned accounts ensuring SLAs are met, customer satisfaction is achieved and/or provide recommendations to close gaps.
• First point of escalation for designated accounts for support process issues not resolved by the standard process.
• Facilitate problem resolution across internal teams, driving actions, communication and RCA/Best Practices.
• Establish relationships and effectively communicate with key members of Client’s technical team including management personnel.
• Identify barriers to product adoption and partner with appropriate and Client teams to optimize Client success.
• Develop, implement and maintain standard practices for designated accounts aligned with the Global TAM operating model.
• Oversee transition phase from Client Services to Client Support (documentation and report review, completed project sign-off, documented acceptance, updated internal sites with hand off materials)- Ensure Day 2 readiness and Success.
• Act as Back up for Support Managers as directed.
• Mentor and coach Engineers from a technical and relationship  perspective.
• Communicate and advocate client requirements and concerns to product management team, R&D and other internal stakeholders.
• Lead Root Cause/Best Practice sessions with Clients and internally as required.

As a 24x7x365 organization, shift work, holidays and on-call responsibilities may be required as well as occasional travel to client sites.

Qualifications:

• 5+ years of experience in a technical service, technical support or technical service delivery environment with high customer interaction.
• At least 1 or 2 years of experience in client-facing roles such as:
  • Technical Account Manager
  • Program Manager
  • Project Manager
  • Incident Manager
  • Situation Manager
• Experience of cloud operations is preferred.
• International Client experience preferred.
• Degree in computer science, engineering or work equivalence.
• Possess excellent organizational and communication skills.
• Strong ability to use facts and data to influence decisions.
• Experienced in how to prioritize and make appropriate decisions.
• Proven ability to meet deadlines and maintain quality standards.

Experienced in managing client’s expectations

Additional Information:

This is a Hybrid position (2 days at the office, 3 days at home) in our North Point Offices.