Technical Account Manager

3 weeks ago

Waterloo, 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 Cineplex Digital Media’s (CDM) 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.

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 KnowledgeEducation & 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 high-tech 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 non-technical 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 real-time- Comfortable working in a fast pace, diverse, environment where change is the only constant.- Self-starter, capable of working independently and remotely- Ability to be on call in afterhours situations

Inclusion & Diversity

Accessibility

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