Technical Account Manager

Build a relationship with customers to gain a thorough understanding of their business objectives, development, deployment schedules and business needs. Provide feedback for the Technical Support Management team with their account future planning so that the Technical Support Organisation is better prepared to support their customers. Effectively manage and coordinate high profile and complex cases, making sure Technical Support and Engineering efforts match the needs of our Mission Critical customers. Maintain an ongoing understanding of the currently active support cases and how they relate to their strategic initiative and project for their account. Know the special requirements for their Mission Critical customers. Assist the customer in interacting with Technical Support and making sure the customer knows the most appropriate way to contact Technical Support for the type and priority of all issue they submit. Assist in escalating bugs and enhancement request within Development and Product Management by putting together CIL justifications and temporary fixes business cases. Schedule, coordinate, and facilitate conference calls in general support activity, daytoday activity and escalated cases. Build monthly reports with ongoing activities of the regular and escalated cases for their account and schedule conference calls to discuss it. Build quarterly executive reports that will be delivered to customers senior management team. Coordinate and plan facetoface meetings with Mission Critical customers. Monitor the activities of the new cases coming into Technical Support, making sure they are acknowledged within the appropriate time by TSEs. Post regular written updates on Mission Critical customers activities and issues to the Mission Critical customer, sales and our clients Technical Support management team. Provide coverage for other TAMs on a contingency basis.