job summary:
As a Technical Account Manager (TAM), you'll serve as a strategic technical advisor and the primary advocate for our customers' success. In this critical role, you will act as the connective tissue linking a customer's Voice and Customer Experience (CX) services to the broader network support structure. You will ensure the optimal deployment, operation, and evolution of the customer's CX platform and its related solutions, including Mippbx, WebEx Calling, and Webex Contact Center. By managing technical escalations and fostering communication between the customer and various internal teams, you will directly improve customer satisfaction, drive key business outcomes, and ensure our delivery and support teams are always informed and aligned.
What we are looking for:
A strategic technical advisor with a good customer advocacy mindset and the ability to build durable relationships.
A proactive problem-solver capable of identifying and addressing potential technical challenges and risks before they escalate.
Excellent communication and facilitation skills to foster effective channels among diverse stakeholders and rapidly address issues.
good analytical skills to track metrics, translate customer feedback into actionable insights, and align product development with customer needs.
Ability to guide customers confidently on solution improvements that align with established best practices.
You'll need to have:
Experience in technical account management, customer success, or a related technical advocacy role.
Demonstrated experience managing and optimizing CX platforms and solutions, specifically including WebEx Calling and Webex Contact Center.
Familiarity with Mippbx and premise-based Unified Communications (UC) applications.
Experience managing complex technical escalations and coordinating with cross-functional technical/network engineering teams.
Proven ability to deliver structured reporting, lead technical reviews, and present strategic recommendations to stakeholders.
Even better if you have:
A deep understanding of broader network support structures, Managed Network Services, and third-party vendor integration.
Experience designing and conducting formal customer training sessions on enterprise technology platforms.
A proven track record of identifying and driving upsell or cross-sell opportunities within existing enterprise accounts.
Advanced experience tracking, analyzing, and improving specific business outcome metrics such as Customer Churn Rate, ROI, and Customer Lifetime Value (CLTV).
location: Telecommute
job type: Contract
salary: $98 - 108 per hour
work hours: 9am to 5pm
education: Bachelors
responsibilities:
Your day-to-day will involve building good relationships through proactive engagement, acting as the primary point of contact for all solution-related matters. You'll facilitate regular interactions-ranging from weekly status meetings to address current issues and priorities, to quarterly service reviews for strategic planning and performance assessments. You will coordinate with internal and external teams, including Order Management, Help Desk, MACD, and third-party vendors, to oversee and drive efficiencies across technical project tracks. Whether you are performing design assessments for Unified Communications applications, guiding customers on solution improvements, or sharing actionable insights with internal teams, your focus will be on seamless execution and closing the feedback loop.
In this role, you are responsible for:
- Providing oversight and leadership for all in-scope program components and serving as the single point of contact for technical escalations and critical issues.
- Developing and implementing tailored customer success plans to meet specific business needs and overarching goals.
- Collaborating with the Customer Success Manager (CSM) to ensure the seamless realization of the customer's CX vision.
- Performing design and inventory assessments for premise-based Unified Communications applications, documenting applications, design, releases, and best practices.
- Organizing and facilitating quarterly customer training sessions on product features, best practices, and new technologies to ensure effective adoption.
- Providing weekly reports summarizing technical activities, as well as delivering monthly presentations highlighting progress, performance metrics, and improvement opportunities.
- Coordinating with internal and external teams, including Order Management, Help Desk, MACD, PS project teams, Managed Network Service teams, and Network Engineering.
- Monitoring and acting upon Customer Satisfaction Metrics (CSAT, NPS, CES) and Operational Metrics (time to resolution, adoption rates, incident trends).
- Collecting and analyzing customer feedback through surveys and interviews to identify trends, pain points, and strategic improvement opportunities.
- Identifying and facilitating upsell and cross-sell opportunities, contributing to customer growth and driving Business Metrics (ROI, CLTV).
qualifications:
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Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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