The Technical Account Manager (TAM) is the primary point of contact to TELUS International IT for both our internal and external clients during the lifecycle of a client program. TAM's are assigned to client programs depending on the size of the program and the technology support needs. They are responsible for the successful management of the programs end-to-end technology by having a complete understanding of their program's specific infrastructure and applications used. They are also responsible for all communications to the client about all technology issues, changes and new innovation initiatives. In essence, they are the trusted adviser to our internal and external customers.
- Serves as the single point of contact for the business into IT
- Serves as the escalation point during outages or issues impacting customer or TELUS International's technology services.
- Keeps internal and external clients posted of progress throughout the service restoration process.
- Supports problem management to ensure that after an outage, there are longer term solutions implemented to avoid future incidents.
- Reviews customer Statement of Work and ensures IT compliance from a contractual perspective.
- Partners with CRM team and Call Center Operations to present IT metrics and planned technology enhancements to customers during MBR's and QBR's.
- Manages any moves, growth or changes to the existing business.
- Keeps a centralized tracker of YTD outages, issues, problems, change requests, penalties and technology related revenue for the program.
- Coordinates TI activities for client-side changes following the TI change management process. Communicates planned TI changes to clients with detailed area of impact and risk mitigation strategy defined. Supports testing with the Operations team as needed.
- Develops a deep understanding of the client's business and proposes ways to leverage new or additional IT services to address their needs.
- Leads client program assessments to identify technology solutions to increase operational efficiency and drive cost savings.
- Manage client audits throughout the entire life cycle.
Required skills + qualities (technical):
- Graduate of Bachelor's degree
- 6-8 years experience in related field
- Good understanding of call center technology
Required skills + qualities (non-technical):
- Understanding of call center technology and knowledge of current and emerging technologies.
- Demonstrated ability in people management, strategic planning, risk management, change management, project management
- Excellent judgment, analytical thinking, and problem-solving skills
- Experience in business process mapping or operational redesign / improvement
- Full understanding of software development lifecycle best practices and knowledge of both theoretical and practical aspects of project management
- Self-motivated individual that possesses excellent time management and organizational skills and a track record as a coach, mentor, and developer of talent
- Strong cross-functional collaboration skills, relationship building skills and ability to achieve results without direct reporting relationships
- Strong oral and written communication skills and the ability to present a polished, professional, and diplomatic image to all stakeholders.
- Strong sense of personal responsibility and accountability for delivering high quality work.
