Senior Manager, Technical Account Management in Englewood, CO, US at TTEC

Date Posted: 6/19/2018

Job Snapshot

Job Description

TTEC is seeking an experienced Senior Manager, Technical Account Management to join our Technology & Innovation Group (TIG) at our Global Corporate Headquarters, based in Englewood, Colorado.
 
In this role you will manage a portfolio of accounts by effectively leading a group of Technical Account Managers who are the primary point of contact to TTEC for both our internal and external clients during the lifecycle of a client program. TAM’s are assigned from one to three client programs (depending on the size of the program and the technology support needs). They are responsible for the successful management of the programs as well as indirectly responsible for end-to-end technology including but not limited to desktops, network infrastructure, servers, applications and reports. They are also responsible for all communications to the client about all technology issues, changes and new innovation initiatives.

What you’ll be doing :
  • Provides leadership over a team of 4-5 Technical Account Managers.  Also helps provide management oversight of in-flight initiatives.
  • Partner with the client leadership to execute on client technology strategy.
  • Participates closely with the management teams of TTEC’s Operations and other business owners to ensure quality customer support.
  • Will quickly gain an understanding of the operations (types of business, ops KPI’s, etc) of the program as well as all aspects of TTEC’s technology (infrastructure, network and applications) so as to support the customer base. 
  • Will be responsible for Implementing TTEC standards for maintaining a stable environment in addition to making recommendations for updated standards.
  • Will have responsibility of ensuring that all aspects of technology for the program are within contractual specifications as well as that all aspects of technology are in full working order for their client’s program.
  • Lead client program assessments to identify innovative technology solutions to increase operational effectiveness.
  • Stays abreast of new technology initiatives at TTEC to identify improvement opportunities for their program. 
  • Strong communication and interpersonal skills and possess the ability to work with global stakeholders and delivery team members.
  • Chairs or attends internal and external meetings as required by the client program. Attends monthly or quarterly client meetings to presents technology status (QBR’s, etc).

 
What skills you’ll need :
  • 5-10 years managing Information Technology teams or project teams  
  • Experience working in Account Management with heavy client interaction
  • 5-18 years of experience in a call center environment, with knowledge of Avaya and Cisco infrastructure preferred.
  • Thorough understanding of network protocols and operation, desktop operating systems and capabilities, and troubleshooting techniques.
  • Excellent verbal and written communication skills
  • Prefer certifiable technical skills. Acceptable certifications include but are not limited to Associate or Bachelor Degree in Computer Science, Microsoft Certified Product Specialist (MCPS), Microsoft Certified Engineer (MSCE).
  • Candidate must be highly organized and efficient with a strong ability to learn quickly and self-motivated.

 
Who We Are :
TTEC is a pioneer in customer experience, engagement and growth solutions. Our 40,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels.   We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.
Our Care organization utilizes an integrated platform of people, process, and technology leveraging more than 30 years of best practices to build customer value. Simply put, our Care team has a legacy of success.  The Senior Project Manager is a key part of this team and will impact our global operation as part of a world class team of professionals.
What We Offer :
  • Performance equity, variable incentive bonus plan, 401K company match, tuition reimbursement
  • Global career mobility, employee recognition programs, professional development
  • State of the art technology which allows for seamless global connectivity
  • Opportunities for flexible and remote schedules
  • Rich wellness program and health incentives

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