Informacje o stanowisku

The Technical Account Manager (TAM) is responsible for ensuring timely and satisfactory resolutions of all technical and operational cases. TAMs maintain ownership of the customer JDA SaaS solution environment. They support Customer Success Managers (CSMs) to ensure customer satisfaction through service delivery planning and execution.

Responsibilities:

1. Collaborate with the CSM to drive adoption and satisfaction.
2. Produce and deliver monthly SLA reports to customers, and ensure SLA compliance.
3. Ensure adherence to SaaS policies and procedures.
4. Own inbound customer calls / case handling.
5. Drive all service management activities (incidents, change requests, enhancement requests, RCAs, customizations, etc.).
6. Own disaster recovery process and issue resolution.
7. Responsible for proactive technical guidance for all JDA and customer IT projects.
8. Create and own Customer Success Plans for relevant stakeholders.
9. Collaborate & coordinate effectively with all JDA internal departments (Consulting, PD, Onboarding, Solution, Service Management, etc.) for faster resolution of issues.
10. Collaborate with Cloud Onboarding Manager to track and approve transition from Implementation to Delivery.
11. Provide technical / feature-specific advice.
12. Prepare for and participate in business reviews.

Primary KPIs:

1. Customer Health: SLA performance management, operational efficiency improvement (incl. time to resolve account or CED escalations, backlog, etc.).
2. Customer Satisfaction: NPS / CSAT scores, % customer retention, attrition, and churn.
3. Advocacy: % Growth in reference-able customers.

Secondary KPIs:

1. Adoption: Deployment, utilization, and value realization.
2. Commercial Growth.
3. Annual recurring revenue (Base revenue + pricing + upsell and cross-sell revenue – churned revenue).
4. Generating leads to help with up-selling and cross-selling.

Our Values:

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers.

Diversity, Inclusion, Value & Equality (DIVE) is our strategy for fostering an inclusive environment we can be proud of. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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