8x8, Inc. (NASDAQ: EGHT) believes that CX limits were meant to be shattered. We connect people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration.
We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. With one platform, one ecosystem, and one data model, you can turn every team into a customer-facing team and unify your CX to conquer the complexity.
Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.
Description:
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 organization & 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.
Senior Technical Account Manager
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 experience:
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
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
Maintain deep knowledge of the 8x8 platform
Master in 8x8 product suite & able to train others in its usage
Clearly communicate & drive adoption of complex technical solutions
Knowledgeable in 8x8 internals & deployment methods
Provide mentorship for Associate & TAMs to help them grow in their technical knowledge in providing premium customer experience
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
Manage critical account data points within internal tools
Actively maintain an internal cross-departmental ecosystem to represent & fulfill customer needs
Ongoing project & deployment awareness
Identifies challenges in TAM team workflows & those extending to other groups
Owns the research, development, & enablement of the resolutions
Provides strategic insight that contributes to the overall objectives & long-range goals of the TAM team
Partners with internal development/R&D teams to ensure roadmap alignment to the needs and requirements of our enterprise customers
Have mastery of communication & presentation skills with the ability to effectively adjust language to the target audience (CFO, CEO, Developer, etc.)
Serve as a subject matter expert for one or more 8x8 products & provide mentoring, knowledge sharing, & process development for TAM team
Maintain full alignment with sales & CSM teams on renewal & up-sell strategies - focused on customer retention
Required Work Experience
7+ years directly supporting, designing, implementing VOIP or SaaS solutions
7+ years directly interfacing with enterprise customers
7+ years conducting diagnostics support of technical solutions (VOIP, SaaS, Network Applications)
2-3 years deploying or managing data networks or network applications
3+ years supporting or deploying 8x8 products or similar UCaaS solutions
Experience supporting and/or administering a Contact Center application/CCaaS
Desired Experience & Education
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
Travel
Up to 25%
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