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Technical Account Manager

2 months ago

Kitchener, Ontario, Canada Cineplex Full time

About the Role:

Cineplex is seeking a skilled Technical Account Manager to join our team. As a key stakeholder in managing customer relationships, you will oversee a portfolio of clients, ensuring healthy relationships through strong communications and governance across our technology and services.

Key Responsibilities:

  • Oversight and indirect management of project teams, vendors, and customers.
  • Partner with PMO resources to ensure proper identification, tracking, status, risks, and key decision points are communicated effectively.
  • Primary person to work with customers on technical matters through regular 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 behalf of clients.
  • Act as an escalation point to customers.
  • Communicate proactively with clients regarding product and program information, supportability issues, and strategic product plans.
  • Understand commitments outlined in customer and vendor contracts.
  • Support sales teams with contract renewals.
  • Lead internal stakeholders and 3rd party support partners to ensure proper escalation and resolution processes are utilized.
  • Understand customer 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.
  • 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 customer current and upcoming needs.
  • Develop strong relationships and work closely with our technology, operations, and sales teams to facilitate solutions to customer issues.
  • Actively participate in customer QBR's.
  • Collaborate with other TAM's to document best practices and contribute to enriching internal processes for CDM.
  • Solve 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 existing customers' environments.
  • Continued growth as a CDM subject matter expert by understanding our evolving internal technologies, services, and solutions as well as external technologies through industry research, liaising with partner ecosystem, and attending client or industry events.
  • Degree or diploma in Business, Technology, Operations, or Marketing.
  • Hardware/software/network certifications.
  • 5 years of 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.
  • 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 effectively.
  • Demonstrated ability to manage multiple customers concurrently and deliver results under pressure.
  • Ability to think critically, identify problems, and explore options to evaluate and implement real-time.
  • Comfortable working in a fast-paced, diverse environment where change is the only constant.
  • Self-starter, capable of working independently and remotely.
  • Ability to be on call in after-hours situations.

About Cineplex:

Cineplex, its subsidiaries, and affiliates are equal opportunity employers with a commitment to hiring and retaining a diverse workforce. We encourage and welcome applications from all intersectional walks of life. The collective sum of our individual differences, experiences, knowledge, innovation, self-expression, unique capabilities, and talent represents a significant part of our culture. By valuing a diverse workforce, we enforce hiring practices that are fair and equitable.

What We Offer:

Cineplex offers a dynamic and inclusive work environment, opportunities for growth and development, and a competitive compensation package.