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Technical Account Manager

3 months ago

Kitchener, Ontario, Canada Cineplex Full time

Work location:
CDS 137 Northfield Dr

City:
Waterloo

What you will do:
The Technical Account Manager (TAM) is a key stakeholder in managing CDM's customer relationships.

The TAM will oversee a portfolio of clients, ensuring the relationships remain healthy through strong communications & governance across the technology and services provided by CDM.

The TAM closely collaborates with departments across CDM to activate the vision.

This is a hybrid position. Office location is 137 Northfield Drive West, Waterloo.

Key Responsibilities

Customer Projects

  • Oversight, indirect management and technical support to project teams, vendors and customer.
  • Partner with PMO resources to ensure proper identification, tracking, status, risks, and key decision points are communicated effectively.
Governance

Communication and reporting

  • Primary person to work with customer on technical matters that come up through regular customer meetings and quarterly business reviews.
  • Review and monitoring of service performance, sharing insights with customers
  • Engage cross functionally with internal teams to satisfy reporting and product needs on client's behalf
  • Act as an escalation point to customers
  • Communicate proactively with Clients regarding product and program information, supportability issues and strategic product plans
Contract review and compliance

  • Understand commitments outlined in customer and vendor contracts
  • Support sales team with contract renewals
  • Lead internal stakeholders and 3rd party support partners to ensure proper escalation and resolution processes are utilized
Financial

  • Understand customers financial performance through regular review of P&L, understanding revenue and cost impacts.
  • Provide insights, and opportunities to sales and operational teams through analysis of financial performance.
  • Contribute to the identification of customer needs to help drive new solutions, software tools, problem resolution and upsell opportunities
Customer Relationships

  • Build and nurture customer relationships, specifically with technical and operational stakeholders
  • Technical understanding and oversight of all CDM's services and how they are applied to customers
  • Consult and collaborate with CDM sales to understand customers current and upcoming needs
  • Develop strong relationships and work closely with our technology, operations, and sales teams to facilitate solutions to customer issues, whether it be process, technical or service related.
  • Actively participate in customer QBR's
  • Collaborate with other TAM's to document best practices and contribute to enriching internal processes for CDM
Technical Solutioning

  • Solves the technically focused problems associated with existing services and customers.
  • Key responsibilities include the identification of requirements, working with internal SME's to develop solutions, development of pricing proposals, creation of scope of work documents.
  • Consult and collaborate with TSM's on any new solutions being added to or significant changes to in existing customers environment.
Product & Industry Knowledge

Education & Certification

  • Degree or diploma in Business, Technology, Operations or Marketing
  • Hardware/software/network certifications
Experience

  • 5 years relevant experience with business, marketing, technology and/or strategy implementation
  • Customer service managing direct communication to multiple stakeholders
  • Experience working within a team within a large, complex hightech or software focused organization
Knowledge, Skills and Abilities

  • Strong relationship building skills and conflict negotiation skills
  • Strong written and verbal communication skills; including the ability to present technical issues to a nontechnical audience; and the ability to escalate up effectively
  • Demonstrated ability to manage multiple customers concurrently and deliver results under pressure
  • Ability to think critically; to identify problems and explore options to evaluate and implements realtime
  • Comfortable working in a fast pace, diverse, environment where change is the only constant.
  • Selfstarter, capable of working independently and remotely
  • Ability to be on call in afterhours situations
Inclusion & Diversity

Accessibility