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247. ai: Technical Account Manager – Product Success

247. Ai

This is a Contract position in Montreal, QC posted March 16, 2021.

Job Role : Technical Account Manager Product SuccessLocation : Toronto, Canada As a member of the [24]7.Ai Team, the Technical Account Manager (TAM) is responsible for the ongoing success of [24]7.Ai clients and partners who have launched applications on the [24]7.Ai platform.Daily work can span the gamut from technical support and software project management to client/partner relationship management at the operational level.

Candidates must be comfortable working in an open, collaborative environment with smart people that solve problems interactively.

Successful candidates are fast learners, self-motivated, and have a proven ability to drive technical solutions to client problems for a service-based business.

At [24]7.Ai, the Technical Account Manager has broad responsibilities spanning support engineering through technical account management.

Responsibilities Support and on-board client and partner applications: Be the primary point of contact as clients and partners build, launch, run and support their applications.Diagnose and manage operational issuesReport on incidents and help prepare root-cause analysesPerform client-specific reporting and operational activitiesProvide tier 1/2 technical supportProvision platform servicesDrive building and testing client IP and telecom connectivity Participate in application launchesEnsure correct billing of servicesTrack client/partner platform usageProject manage application updates: For Fortune 50 clients that contract directly with [24]7.Ai for services, ensure the successful definition, implementation and launch of application updates consisting of defect fixes and functional enhancements.

Negotiate release scopeIdentify required implementation partnersManage the client and partners through the software lifecycle Track partner and internal hours for client billingForecast and track annual client PS expense budget Relationship management: Keep client satisfaction high while maximizing client revenue and profitability.Participate in periodic account reviews and Review invoices Partner with account management to deliver challenging messagesSkillfully manage clients through difficult situations QualificationsBS or BA or years of equivalent industry experience3-5 years of experience in client-facing support or services positions2-3 years of experience delivering or supporting software solutions via partners Excellent interpersonal, client-management, oral and written communication skillsAbility to bridge the communication gap between engineers and business peopleAbility to effectively balance competing priorities across multiple clientsExcellent initiation and follow-through on client requestsUnderstand multi-tier system architectures.Technical analysis and debugging skills.SaaS experienceAbility to recognize unreported issues and anticipate/develop solutionsAbility to train/guide clients/partners/users on use of unique/proprietary software remotelyAbility to identify/troubleshoot/resolve user issues that are not product bugs but rather training/education opportunitiesSelf-motivated, with proven ability to own problems through resolutionKnowledge in these areas are required:Telecommunications, including VoIPCall centers and call center technologies: Computer Telephony Integration (CTI), call routingSpeech application knowledge: VoiceXML, speech application model, audio file formats, grammarsBasic UNIX concepts and commandsMicrosoft Office and SharePoint applicationsAbility to work with multiple geos
·Nice to have:Web application development: Web application model, JavaScript, cookiesIP Networking basics: IP addressing, DNS, firewalls, load balancers, proxy servers, VPNs, SSLExperience/familiarity with Virtual Agents/Assistants and ChatbotsExperience working in an Agile/Scrum environment