Expert Technical Account Manager

2 weeks ago

Ottawa ON, Canada Altera Digital Health Inc. Canada Full time

The Technology Account Manager is the primary, accountable owner of day-to-day client Hosting operations within their subset of clients. The TAM also serves as a trusted technology advisor to our clients and internal liaison to supporting teams. They ensure customer needs and contract requirements/Service Level Agreements are met. They conduct performance monitoring and proactive efforts to provide our clients the best experience possible. This is a remote role in Canada.
Manages our technology client relationship including daily communications, weekly status meetings, and monthly KPI/SLA reporting to executives.
Ensures all Hosting customer issues are satisfactorily resolved utilizing support teams as needed.
Maintains and delivers regular program status updates and service performance via the customer dashboard.
Manages internal workstreams for their subset of clients (decommissions, right-sizing, security, best practices).
Leverages performance monitoring tools for proactive issue identification and resolution
Analyzes data with an understanding of data trends and presents findings.
Change Control coordinating service maintenance or enhancements to minimize business impact.
Oversees project deliverables, general project status, and operations readiness.
Academic and Professional Qualifications:
~ Bachelor’s degree or equivalent/years of experience required.

~ 4-7 years relevant work experience (Preferred).
~ Working knowledge of monitoring tools such as Azure Monitor, Logic Monitor, AppD, Grafana and others (Preferred).
~ High level technical experience and understanding.
~ Excellent oral and written communication skills, with the ability to communicate to various levels of management.
~ Ability to work well with clients of varying levels of technical expertise in high-pressure situations and complex environments.
~ Excellent customer service. Multi-team coordination and planning for managing client deliverables and events.Work is performed in a standard office environment with minimal exposure to health or safety hazards.

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