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Technical account manager

Pivotree

This is a Full-time position in Ottawa, ON posted October 4, 2019.

Pivotree architects, builds, hosts and manages a wide range of commerce experiences for well-known domestic and global brands.

Customers turn to Pivotree as their trusted partner when they want to grow revenue, increase online and in-store traffic, improve customer experience, grow a loyal customer base, achieve operational efficiencies, and higher profits.

Pivotree is a privately-held and venture backed company with an aggressive growth objective including strategic acquisitions.

2018 was a transformational year for Pivotree with the combination of three existing businesses in this sector Tenzing, ThinkWrap and SparkRed.

Our combined team is made up of a diverse blend of engineers, solution architects, programmers, UI developers, project managers and analysts who work together to create and manage next-generation commerce excellence.

We hold ourselves to the very highest standards and our employees take great pride in our accomplishments.

Position Summary Are you able to act as a liaison with customers to oversee technical challenges and bring them to resolution?

Do you understand what it takes to ensure the highest level of customer satisfaction and enjoy being an advocate for customer interests?

Do you have a background in Oracle Commerce, hybris, Magento e-Commerce or SaaS platforms?

Can you identify trends in business and infrastructure needs and apply that data to advise customers in being more efficient and effective?

Real Customer Success comes from a need to help customers succeed and if you are passionate about helping Customers the Technical Account Management team is the place for you.

As a trusted advisor to our customers you provide valuable guidance around optimization of their Commerce environments, services and beyond, you are passionate about engaging with customers and helping them grow their business?

Working as part of a team of Technical Account Managers, you own the Technical relationship within the customers portfolio, this includes Increasing service awareness and adoption, ensuring retention, Issue management, support for required new solutions, escalation and overall customer satisfaction.

As a Technical Account Manager, you will develop long term partnerships with our customers and build expertise within our customers environment, you will help them achieve success both in their use of Tenzing services and their business as a whole.

As a customer advocate, the Technical Account Manager will be a trusted advisor to the customer providing valuable guidance around operations and optimization of their E-Commerce environment.

This role is largely a client-facing role that requires the TAM to work strategically with the account, your plan for the customer will include short term, long term goals, potential new service and project opportunities.

You will need to build strong relationships with customer contacts at various levels as well as acquire insights into their businesses.

You will need to interact with multiple departments on a regular basis, and present information to both technical and business stakeholders regularly.

Role & Responsibilities Own overall technical relationship within assigned accounts, this includes Incident Management of High severity single customer incidents, Issue Escalation, Billing Inquiries, Customer satisfaction, ensuring retention, and expanding their services with Pivotree – resolve on call issue Establish a trusted advisor relationship with each assigned client (based on customer segment) and drive continued value of our products and services Work primarily with the customer’s technical leads and business leaders “on the front lines” to ensure their needs are being met TAM is the primary contact for issue escalations within the account, owns resolution within the Managed Services organization Act as a liaison between the customers technical team and support resources at Pivotree (including the devOps and Application Support teams) as well as the Strategic Account Executive (SAM) Depending on customer segment, conduct regular meetings with the customer to discuss any outstanding tickets, potential escalations, on-going concerns with Service or new projects Proactively seek input on upcoming deployment activities, change requests and possible technical issues Ensure bi-directional communication is in place between Customer and Managed Services team on changes which could impact either environment Provide support/troubleshooting of problematic technical issues if possible, or ensure a ticket is created and assigned to the appropriate team for followup.

Provide proactive recommendations for capacity planning and management, conduct regular assessment of capacity and performance on customer the environment(s) based on customer segment Respond to, manage and fulfill requests for consumable services (add server to existing environments, upgrade RAM, CPU, etc.) Refer any requests for Professional Services, additional services, or other Pivotree offerings to the customer’s strategic account executive (SAM) for follow-up and support as required.

Based on Customer Segment participate in regular Business Reviews with the customer/ technical lead and any other front-line team members required Be an Advocate for customer needs/issues cross-departmentally; Identify and provide feedback into new future service offerings, provide feedback on service/support trends across customer base Support the Strategic Account Executives with customer renewals and all contract issues where required Maintain and expand working knowledge of Pivotree solutions, listen to customer business objectives and connect with Pivotree solutions by engaging the Strategic Account Executive maintains Customer Documentation, Salesforce and other relevant Customer specific information Work with Customers to address Managed Services contract, billing, and overage charge queries Attend pre-sale meetings and presentations as required during the sales cycle Participate in collection of Customer Satisfaction surveys, feedback program and overseeing follow-up Based on Customer segment, monitor customer key performance metrics and conduct regular reviews to help customers improve their performance Some afterhours customer support may be required Other duties as required Skills & Competencies Bachelor’s Degree or higher in Computer Science/Systems/Engineering or a related discipline or equivalent experience Minimum 5 years’ experience in a similar role Technical Skills Working knowledge of Cloud (AWS, Azure, Google Cloud or VMWare) and On Premise hosting environments and infrastructure (Servers, SAN, Networks, Cloud Platforms, etc.) Solid understanding of troubleshooting technical issues in Linux or Windows environments Foundational understanding of databases Strong communication skills (phone, email, presentation) Excellent time management skills, ability to multitask and properly prioritize work load and projects Experience working in a cross functional environment Ability to explain and present technical concepts to non-technical customers Must be able to work independently Ability to travel domestically and outside of Canada Key Performance Indicators Customer Satisfaction in Managed Services Managed Services Client Health (% of Revenue in Green) 100% Uptime/Zero preventable incidents Account Growth Reduction in systemic customer service/support issues