Technical Account Manager

4 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 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 customersEngage cross functionally with internal teams to satisfy reporting and product needs on client’s behalfAct as an escalation point to customersCommunicate 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 contractsSupport sales team with contract renewalsLead 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 stakeholdersTechnical understanding and oversight of all CDM’s services and how they are applied to customersConsult and collaborate with CDM sales to understand customers current and upcoming needsDevelop 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’sCollaborate 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

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. 

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 implementationCustomer service managing direct communication to multiple stakeholdersExperience 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 skillsStrong written and verbal communication skills; including the ability to present technical issues to a non-technical audience; and the ability to escalate up effectivelyDemonstrated ability to manage multiple customers concurrently and deliver results under pressureAbility to think critically; to identify problems and explore options to evaluate and implements real-timeComfortable working in a fast pace, diverse, environment where change is the only constant.Self-starter, capable of working independently and remotelyAbility to be on call in afterhours situations

Inclusion & Diversity

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. 

Accessibility

While we appreciate all interest, only those candidates selected for an interview will be contacted.

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