Job Description
Job Profile - Technical Account Advisor
Overview
The Technical Account Manager (TAM) is responsible for ensuring timely and satisfactory resolutions of all technical and operational cases. TAMs maintain ownership of the customer JDA SaaS solution environment. They support Customer Success Managers (CSMs) to ensure customer satisfaction through service delivery planning and execution.
What you'll do:
- Collaborate with the CSM to drive adoption and satisfaction
- Produce and deliver monthly SLA reports to customers, and ensure SLA compliance*
- Ensure adherence to SaaS policies and procedures
- Own inbound customer calls / case handling
- Drive all service management activities (incidents, change requests, enhancement requests, RCAs, customizations, etc.)
- Own disaster recovery process and issue resolution
- Responsible for proactive technical guidance for all JDA and customer IT projects
- Create and own Customer Success Plans for relevant stakeholders...
Overview
The Technical Account Manager (TAM) is responsible for ensuring timely and satisfactory resolutions of all technical and operational cases. TAMs maintain ownership of the customer JDA SaaS solution environment. They support Customer Success Managers (CSMs) to ensure customer satisfaction through service delivery planning and execution.
What you'll do:
- Collaborate with the CSM to drive adoption and satisfaction
- Produce and deliver monthly SLA reports to customers, and ensure SLA compliance*
- Ensure adherence to SaaS policies and procedures
- Own inbound customer calls / case handling
- Drive all service management activities (incidents, change requests, enhancement requests, RCAs, customizations, etc.)
- Own disaster recovery process and issue resolution
- Responsible for proactive technical guidance for all JDA and customer IT projects
- Create and own Customer Success Plans for relevant stakeholders...
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