Account Services Manager 5

8x8, Inc. (NASDAQ: EGHT) believes that CX limits were meant to be shattered. We connect people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration.

We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. With one platform, one ecosystem, and one data model, you can turn every team into a customer-facing team and unify your CX to conquer the complexity. 

Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.

Description:

The Technical Account Manager (TAM) is one of the three functional pillars within the Premium Plus Support organization. The TAM’s  primary role is to be a trusted technical advisor for 8x8 XCaaS most strategic Enterprise customers.  The TAM ensures customers are successful with all facets of the 8x8 XCaaS solution regardless of the complexity or unique business situations of a customer. The TAM works directly with the customers during all post sales phases of the customers life cycle, building deep professional relationships within the customers organization & ensuring a stellar customer experience.  

Success in this role requires the ability to understand a customer’s complex business needs & drivers then formulate a strategic solution to these requirements.  Possesses a positive “can do” demeanor & is highly motivated to ensure their customers' success.

Senior Technical Account Manager 

Responsibilities

• Function as the customer’s technical point of contact & advocate within 8x8

• Works with the support team to monitor & manage the customer’s support experience: 

  • Ensuring cases progress appropriately & meet customers expectation of timeliness 

  • Escalating with support organization or cross-departmentally, as needed

  • Owning the resolution of customers critical issues 

  • Provides customers with best practices & recommendations

• Delivers ad-hoc technical training to customer admins & stakeholders 

• Host regular meetings with your customer to: 

  • Review & prioritize open cases

  • Validate updates & information on cases closed since the last meeting

  • Keep an eye toward spotting trends or big picture issues

  • Review account metrics & optimizations to enable & maintain customer best practices

• Reviews multiple data points to identify trends & optimization opportunities

• Ensure customers are adoption & updated on all 8x8 best practices

• Maintain a strong level of understanding of the customer environment & applicable services 

• Build & deliver business reviews for executives

• Documents customer technical details for internal knowledge sharing & support enablement

• Work cross-departmentally to find solutions to complex scenarios & integration issues

• Demonstrate leadership in new technology adoption 

• Provide regular solution overview sessions to upskill internal team members

• Guiding & consulting customers & 8x8 team-members on process & documentation

• Maintain deep knowledge of the 8x8 platform

• Master in 8x8 product suite & able to train others in its usage

• Clearly communicate & drive adoption of complex technical solutions

• Knowledgeable in 8x8 internals & deployment methods

• Provide mentorship for Associate & TAMs to help them grow in their technical knowledge in providing premium customer experience

• Document customer details for internal knowledge sharing & support enablement, including: 

  • Customer needs, configurations, & environment

  • Special service change requirements

  • Call flow configuration & routing

  • Custom configuration & integrations

• Manage critical account data points within internal tools 

• Actively maintain an internal cross-departmental ecosystem to represent & fulfill customer needs

• Ongoing project & deployment awareness

• Identifies challenges in TAM team workflows & those extending to other groups

  • Owns the research, development, & enablement of the resolutions

• Provides strategic insight that contributes to the overall objectives & long-range goals of the TAM team

• Partners with internal development/R&D teams to ensure roadmap alignment to the needs and requirements of our enterprise customers

• Have mastery of communication & presentation skills with the ability to effectively adjust language to the target audience (CFO, CEO, Developer, etc.)

• Serve as a subject matter expert for one or more 8x8 products & provide mentoring, knowledge sharing, & process development for TAM team 

• Maintain full alignment with sales & CSM teams on renewal & up-sell strategies - focused on customer retention

Required Work Experience

• 7+ years directly supporting, designing, implementing VOIP or SaaS solutions

• 7+ years directly interfacing with enterprise customers 

• 7+ years conducting diagnostics support of technical solutions (VOIP, SaaS, Network Applications)

• 2-3 years deploying or managing data networks or network applications

• 3+ years supporting or deploying 8x8 products or similar UCaaS solutions 

• Experience supporting and/or administering a Contact Center application/CCaaS

Desired Experience & Education 

• Providing technical consultation

• Managing complex application architecture & design 

• Previous experience supporting real time applications such as Voice & Video

• Cisco certifications such as CCNA, CCNP, CCIE

• Proficiency with languages other than English is a plus

• Experience with deploying & supporting LAN/WAN networks

Travel

• Up to 25%

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