Technical Account Manager II (#25623014)

The ResultsCX Technical Account Manager is assigned to specific client programs as the primary point of contact for internal and external clients managing technology projects. In this role you are responsible for project management of existing client projects and change requests in support of expansion and/or changes to current infrastructure.  

• Be the primary technology point of contact for internal operations, sales and external clients in regard to tech program ensuring high quality support
• Understand client needs based on contracts, operational initiatives and KPI’s of the client’s program
• Coordinate client-initiated changes following the RESULTS-CX change management process
• Communicate project impacting changes to internal and external stakeholders with detailed area of impact
• Manage resolution of issues encountered on all assigned projects
• Lead client program assessments to identify innovative technology solutions to increase operational effectiveness
• Implement and enforces project change management processes, including documenting financial implications of changes and coordinating cross functional IT teams to get changes completed successfully.
• Document all risks associated with work requests or associated timelines providing time and cost estimates for all new work requests
• Manage projects including enhancements to current technology solutions
• Implement standards for maintaining a stable environment in addition to making recommendations for updated standards
• Ensures that hardware and software for all sites supporting a program are up to client specifications
• Stay abreast of new technology initiatives to identify improvement opportunities for their program  
• Attend client meetings and presents for technology (QBR’s, etc)

• 3 to 8 years managing Information Technology projects.

• 2+ years in a project management role with client interaction
• 3 to 5 years in an enterprise networked client-server environment
• Thorough knowledge of network protocols and operations, desktop operating systems and capabilities, and troubleshooting techniques
• Excellent verbal and written communication skills
• Associate or Bachelor’s Degree in Computer Science or equivalent experience
• Microsoft Certified Product Specialist (MCPS), Microsoft Certified Engineer (MSCE).
• PMP or Six Sigma – preferred

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