Technical Account Manager
French Speaking
Posted on 2/24/2023

1,001-5,000 employees

Voice over IP
Company Overview
8x8's mission is not only to accelerate how businesses work, connect, and communicate but to be thoughtful about the impact they make on their shareholders, customers, their people and the planet.
Remote • United Kingdom
Experience Level
Sales & Account Management
  • Strong experience of directly supporting, designing, implementing VOIP or SaaS solutions
  • Highly proficient in directly interfacing with enterprise customers
  • Strong experience in conducting diagnostics support of technical solutions (VOIP, SaaS, Network Applications)
  • 3-5 years deploying or managing data networks or network applications
  • 1-2 years supporting and/or administering a Contact Center application/CCaaS
  • Function as the customer's technical point of contact & advocate within 8x8
  • Works with the support team to monitor & manage the customer's support
  • Ensuring cases progress appropriately & meet customers expectation of timeliness
  • Escalating with support organization or cross-departmentally, as needed
  • Owning the resolution of customers critical issues
  • Provides customers with best practices & recommendations
  • Delivers ad-hoc technical training to customer admins & stakeholders
  • Host regular meetings with your customer to:
  • Review & prioritize open cases
  • Validate updates & information on cases closed since the last meeting
  • Keep an eye toward spotting trends or big picture issues
  • Review account metrics & optimizations to enable & maintain customer best practices
  • Document customer details for internal knowledge sharing & support enablement, including:
  • Customer needs, configurations, & environment
  • Special service change requirements
  • Call flow configuration & routing
  • Custom configuration & integrations
  • Reviews multiple data points to identify trends & optimization opportunities
  • Ensure customers are adoption & updated on all 8x8 best practices
  • Maintain a strong level of understanding of the customer environment & applicable services
  • Build & deliver business reviews for executives
  • Documents customer technical details for internal knowledge sharing & support enablement
  • Work cross-departmentally to find solutions to complex scenarios & integration issues
  • Demonstrate leadership in new technology adoption
  • Provide regular solution overview sessions to upskill internal team members
  • Guiding & consulting customers & 8x8 team-members on process & documentation
  • Clearly communicate & drive adoption of complex technical solutions
  • Provide mentorship for Associate TAMs to help them grow in their technical knowledge in providing premium customer experience
  • Manage critical account data points within internal tools
  • Actively maintain an internal cross-departmental ecosystem to represent & fulfill customer needs
  • Ongoing project & deployment awareness
Desired Qualifications
  • Providing technical consultation
  • Managing complex application architecture & design
  • Previous experience supporting real time applications such as Voice & Video
  • Cisco certifications such as CCNA, CCNP, CCIE
  • Proficiency with languages other than English is a plus
  • Experience with deploying & supporting LAN/WAN networks