Technical Account Manager @ 8x8

INACTIVE

Full-Time

Technical Account Manager

8x8

1,001-5,000 employees

Voice over IP

AI & Machine Learning

Junior

Remote + 1 more

Requirements

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

Responsibilities

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

At 8x8 Inc. [Nasdaq:EGHT] we put communications at the heart of our business and build technology that allows people to connect anytime, anywhere they are in the world, and on any device. XCaaS - the 8x8 eXperience Communications Platform - brings together Employee and Customer Experience, enabling hybrid workforces across the globe to connect, collaborate, and delight customers, while providing businesses with real-time communications analytics, intelligence and unique insights.

Learn more on our company website at www.8x8.com and follow our pages on LinkedIn, Twitter and Facebook.

The Technical Account Manager (TAM) is one of the three functional pillars within the Premium Plus Support organization. The TAM’s primary role is to be a trusted technical advisor for 8x8 XCaaS most strategic Enterprise customers. The TAM ensures customers are successful with all facets of the 8x8 XCaaS solution regardless of the complexity or unique business situations of a customer. The TAM works directly with the customers during all post sales phases of the customers life cycle, building deep professional relationships within the customers organisation & ensuring a stellar customer experience.

Success in this role requires the ability to understand a customer’s complex business needs & drivers then formulate a strategic solution to these requirements. Possesses a positive “can do” demeanor & is highly motivated to ensure their customers’ success.

This role requires a fluent French speaker

Responsibilites

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

Required Experience

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

Desired Experience

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

For a closer look into what life at 8x8 UK Ltd. is about check out our Instagram page.

8x8 believes diversity makes our company stronger which is why we are a proud equal opportunities employer and encourage all of our staff to bring their authentic selves to work. We believe in fairness which is why we have been a member of the Living Wage Foundation for many years and we believe in security so reserve the right to undertake background checks on anyone that we extend an employment offer to. For European Job Applicants our Job Applicant Privacy Notice can be found here.

8x8

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Website

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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.

Company Stage

N/A

Total Funding

$253.1M

Headquarters

Campbell, California

Founded

1987

Growth & Insights

Headcount

6 month growth

↑ 4%

1 year growth

↑ 15%

2 year growth

↑ 15%

INACTIVE