Technical Account Manager - BPO

Position- Technical Account Manager

Location - Bangalore - Whitefield

- Minimum two (2) years related experience with project management with cross-functional teams

Department: Information Technology

Position Summary: Responsible for managing large clients as the technical point of contact in a client focused environment involving teams focused on successful and efficient implementations and life cycle of the client.

Duties & Responsibilities:

- 70% - Responsible for understanding client's end to end technology needs, managing projects and focused on successful and efficient implementations and client life cycle.

- Responsible for understanding IT operations and deliver IT support more tailored directly in line with the needs of our clients Brand Warriors and the customers to dedicate services to completion.

- Support clients- IT needs throughout their life cycle.

- Provide problem management support to improve the management, analysis, and prevention of service interruption.

- Support specific IT initiatives.

- Coordinate with the Global Service Desk (GSD) to enhance efficiency and problem management efforts.

- Provides a client support plan and direction to a project team including assignment of individual responsibilities, tasks and technical functions.

- Provide on-going client application/systems analysis, and identifying areas for potential revenue growth and expansion.

- Improve technical partnership with the client.

- Organizes interdepartmental activities and identifies needs and allocates resources ensuring completion of project on schedule and within budget constraints.

- Facilitates feedback and suggestions for operational improvements and incorporates recommendations as appropriate.

- Works closely with analytical resources to proactively identify redesign potential and opportunities for improvement.

- Ensures successful implementation of extended opportunities identified by the company.

- Acts as platform resource for understanding key factors and influences.

- Acts as liaison for communications between the IT Department, contractors and vendors.

- Secondary project management support for new and existing client requests to supplement Startek IT PM group as needed

- Manage technology incidents and changes for clients.

- Assists and supports senior management in defining goals and objectives and prioritizing tasks that support established goals and objectives.

- 25% - BPO Operations:

- Participates closely with the management teams of BPO's Operations and other business owners to ensure quality customer support.

- Primary technology point of contact for operations, sales and external clients for their program.

- Quickly gains an understanding of the operations (types of business, ops KPI- s, etc) of the program as well as all aspects of BPO's technology (infrastructure, network and applications) to support the customer base.

- Will be responsible for Implementing BPO's standards for maintaining a stable environment in addition to making recommendations for updated standards.

- Will have a responsibility of ensuring that all aspects of technology for the program are within contractual specifications as well as that all aspects of technology are in full working order for their clients- program.

- Update and manage on-going status of client account as required by the IT TAM Director

- Manages resolution of impacting outages. Keeps client posted of progress throughout the fix process and provides after action report to client within contractually agreed upon time

- Communicates planned BPO changes to clients with detailed area of impact and risk mitigation strategy within agreed notification timeframe, or best effort thereof

- 5% - May perform other related duties and responsibilities as assigned and/or required