• Technical Account Manager

    Job ID
    2018-3760
    Location
    US-CA-San Jose
    Category
    Services & Support
  • About the Job

    The 8x8 Strategic Programs Team is seeking an individual with a proven track record of managing and supporting complex enterprise customers. The Technical Account Manager (TAM) should be an experienced technical support professionals to assist our strategic business accounts with our award winning hosted PBX, VOIP, Contact Center, SIP, and Hosting services. The TAM will have the overall responsibility of managing all customer’s technical issues post Go-live event and will work closely with other 8x8 Support organizations. The candidate should have strong computer networking and telecommunications experience, advanced problem solving skills, and an ability to build strong customer relationships. When required, the TAM will escalate technical issues to 8x8 Operations and/or Engineering, and will monitor their activities to ensure quick and efficient resolutions.

     

    RESPONSIBILITIES

    • Act as the primary technical authority for all customer’s technical questions and/or issues resolution for a specific 8x8 Strategic Account
    • Provide the top of the class technical support and oversee the work of supporting 8x8 Support representatives
    • Monitor & prioritize customer’s outstanding Support Cases and drive them to faster resolution
    • Conduct weekly reviews of Cases with customer and Support teams to effectively manage customer expectations
    • Act as the single point of contact for collating enhancement requests and following up with Engineering
    • Identify gaps & improvement opportunities in Support and Escalation processes and strive to gain efficiencies
    • Maintain trusted relationships with assigned customers to meet all their technical and account management expectations and needs
    • Regularly visit key customer locations and occasionally work out of customer premises
    • Be a liaison between customers and other technical 8x8 departments like Engineering, Operations and similar
    • Work closely with Program Directors and the rest of Strategic Programs team
    • Performing remote phone or contact center system configuration, troubleshooting quality of service, as well as connectivity and performance issues.    
    • Meet or exceed customer satisfaction and productivity metrics
    • Occasional travel may be required

     

    QUALIFICATIONS

    • Bachelor’s degree in a technical field and/or comparable industry certifications and experience
    • Knowledge and troubleshooting proficiency of Unified Communications, VOIP, and SIP technologies
    • Cloud computing technologies and concepts
    • Network routers, switches, systems and tools
    • Contact Center technologies
    • 5+ years supporting enterprise level, mission critical network environments
    • 5+ years of providing technical support to enterprise level customers
    • Strong organizational and time management skills
    • Excellent verbal and written communication skills
    • Team player with positive attitude

     

    This position will require some travel on a national or international level.  The TAM will report to the Program Director, and will be based of 8x8’s office in San Jose, CA.

     

     

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    About the Company

    ABOUT 8x8

    8x8, Inc. (NYSE: EGHT) ​is the trusted provider of secure and reliable enterprise cloud communications solutions to more than 45,000 businesses operating in over 100 countries across six continents. 8x8's out-of-the-box cloud solutions replace traditional on-premises PBX hardware and software-based systems with a flexible and scalable Software as a Service (SaaS) alternative, encompassing cloud business phone service, contact center solutions, and conferencing. 

    ​In today’s competitive market 8x8 continues to deliver service excellence, with a consistent, innovative, cohesive, progressive and dynamic culture.

    For additional information, visit www.8x8.comwww.8x8.com/UK or connect with 8x8 on LinkedIn,

    TwitterGoogle+ and Facebook

    Additional Information

    8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.


    For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.
    View the Participant Poster in 
    English | Español.
    View the Right to Work Poster in 
    English | Español.

     

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