Manager Technical Account Management

Services | Columbus, OH, United States | AMERICAS
This position supports the TAMs in building long-term relationships with new and existing customers by leveraging appropriate company resources to meet their immediate needs, ensuring resolution of technical issues, proposing enhancements to product and/or services, and helping them to more effectively use inContact technology/products. The manager helps the team achieve their goals of industry-leading customer satisfaction, referenceability, and retention. 

This position also assists executives in defining organizational goals and strategic plans that ensure customer success, help the company grow, and build a positive, winning culture.This position is a customer-facing position chartered with engaging customers in a consultative capacity and providing specialized expertise around inContact products, the contact center industry, and other contact center ecosystem topics including CRM, telecommunications infrastructure, analytics, social media, and others.

The manager will be responsible for both technical and business tasks including managing customer expectations and satisfaction, coaching TAMs who configure inContact products based on best practices and customer requirements, coordinating inter-departmental activities within inContact, tracking time and status within inContact systems, and other tasks related to the success of his or her engagement.

Financial Responsibility 
  •  Ensuring proper billing practices for inContact's technology customers
  •  Following invoicing protocols based on contractual agreements
  •  Reviewing invoices prior to release to ensure accuracy
  •  Conducting periodic deep-dive audits (invoice/contracts)
  •  Engaging necessary resource teams to fix any systemic problems (i.e. IT/Billing)
  •  Issue and approve credits and/or adjustments to customer accounts  as appropriate
  •  Approve expenditures including travel for direct reports
  •  Ensuring that expenditures are acquired, reported and approved according to the company's purchasing, travel and credit card policies
  •  Ensuring that customer product installations are made in timeframes provided by contracts and Statement of Work 
  •  Accurately adjusting customer accounts ensure the appropriate fees are invoiced 
  • Reducing company liability by providing an accurate interpretation of the abilities of the inContact suite of service 
  •  Accurately tracking hours for customer billing 
     Keeping travel costs within budget 
  •  Assisting with up selling to customers 
  •  Accurately entering products and services on customer account according to the contract
  •  Managing to a project budget
  •  Ensuring expenses are accurately reported according to the Company's Credit Card, Travel and Purchasing policies




















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