Technical Account Manager

hace 6 meses

Colombia LiveVox A tiempo completo

LiveVox (Nasdaq: LVOX) is a next-generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences while helping to mitigate compliance risk. With more than 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company is headquartered in San Francisco, with international offices in Medellin, Colombia, and Bangalore, India.

**WHAT YOU'LL BE DOING**:
The job of a Technical Account Manager is to maintain the technical relationship for existing clients. They are the point of escalation for all technical challenges for the client and should act as an advisor both internally and externally to resolve customer technical issues.

**WHAT YOU'LL BE RESPONSBILE FOR**:

- Responsible for managing the technical relationship between the company and its key clients, post implementation
- Develop technically strategic relationships with stakeholders to understand a customer’s business and development roadmaps/needs.
- Subject matter expert on customer, business objectives and position needs against the companies product offerings
- Conduct/Lead regular Operational Calls/Meetings
- Effectively communicate with clients and other stakeholders, both verbally and in writing, to explain technical concepts and provide guidance on the use of the company’s products and services.
- Quickly identify and resolve technical issues and be able to think creatively to find solutions to complex problems while leveraging internal resources as needed
- Provide excellent customer service to clients, including responding to inquiries and concerns in a timely and professional manner.
- Perform non-sales project and implementation scoping while leveraging internal resources as needed
- Manage multiple projects simultaneously and effectively in order to keep projects on track and ensure that they are completed on time while leveraging internal resources as needed
- Deep understanding of the technical aspects of the company’s products and services, as well as the ability to troubleshoot technical issues and provide solutions.
- Escalation Management within the customer account
- Advocate for customer needs in order to overcome adoption blockers and drive new feature development. Lead across multiple work streams and teams to maintain customer momentum.
- Plan for customer events and launches, partnering with Support, Engineering, and Site Reliability Engineering to ensure customer success during critical moments. Work with customers and Support to guide issues/escalations to resolution.
- Participate in Customer Business Reviews
- Administratively proficient within the LiveVox Platform
- Provide inputs for Incident, Change and Release management process
- Business travel required: Up to 30% of the time.

**EDUCATION AND/OR EXPERIENCE**
- Minimum 3 years of Software Product Technical Account/Project Management, or related experience required
- Minimum of 3 years of technology-based customer service, or customer engagement experience required
- Strong LiveVox platform knowledge or 3 years of troubleshooting, understanding, and working intricately with leading brands through CCaaS solutions/offerings, and/or digital transformation/journey components to include foundational architectural capabilities
- Proven competency in verbal and written communication, active listening, and the ability to effectively explain technical concepts to non-technical audiences.
- Excellently skilled in areas such as critical thinking, analytical skills, and the ability to quickly identify and resolve technical issues.
- Four-year college degree or equivalent preferred - Engineering, Business Management, Computer Science or related curriculum

**COMPUTER/SOFTWARE SKILLS & ABILITIES**
- Proficiency in all MS Office products
- Proficient in Jira and Salesforce
- Knowledge of MS Project a plus

**TRAVEL**

Travel is primarily local during the business day. However, there may be up to 20% out-of-the-area and overnight travel required at times depending on what certain conferences, or training programs may require.

**IMPORTANT FACTS ABOUT LIVEVOX AS AN EMPLOYER**
***
LiveVox is proud to be an equal opportunity workplace and an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know. We're always looking to bring smart, talented people with diverse backgrounds, interests and experiences to join our team. Reasonabl

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