Ttecdigital1mo ago

Technical Account Manager - Google CCAI Solutions

Manila,ManilaRemoteFull-Timemid

Customer SupportTechnical Account ManagerTechnical Support EngineerCustomer

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Quick Summary

Overview

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

Technical Tools

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Reporting to the Executive Director of Technical Support, the Technical Account Manager (TAM) will serve as the operational and technical leader for a portfolio of clients within TTEC Digital’s Managed Services practice. You will drive service delivery, lead client relationships, and ensure operational excellence across all aspects of the client lifecycle. This role is pivotal in contract renewals, incident management, platform upgrades, and continuous improvement, requiring strong cross-functional collaboration and a deep understanding of both technical and commercial drivers.

Strategic Operations & Client Management

Contract Renewal Negotiations: Lead 2–3 renewal negotiations per client per quarter, including pricing, scope, and terms. Actively manage negotiations until contracts are signed, often handling deals ranging from $10K to $4M+.

Client Health Checks & Monitoring: Conduct daily system and landing-zone checks, maintain knowledge bases, and drive automation scripting to ensure platform health and client satisfaction.

Change & Upgrade Coordination: Plan and execute platform upgrades, schedule maintenance windows, and coordinate with Level 2 engineers.

Incident Escalation & Bridge Support: Serve as the escalation point for P1/P2 incidents, lead or join incident bridges, and ensure timely, clear updates to clients and internal teams.

RCA Action Tracking: Partner with Major Incident Response (MIR) to track and implement preventive actions from root cause analyses, ensuring knowledge transfer and checklist completion.

Billing Inputs: Provide engineering services hours and OM utilization data to Commercial Admin for monthly billing packs.

Contract Scope Alignment: Validate OM responsibilities against SOW/RACI documents and clarify deliverables with clients and internal teams during onboarding and renewals.

Platform & Service Delivery

Oversee trending and analysis of support and change service requests.

Prioritize and assign work for technical resources, ensuring timely completion of change management cycles and incident resolution.

Review and analyze platform stability, capacity, and performance metrics; develop and execute action plans to address issues.

Coordinate incident and service request resolution from initiation to root cause analysis, collaborating with Service Desk, Level II/III, and management resources.

Maintain deep, current knowledge of supported platforms and technologies, applying this expertise to client environments.

Ensure strict adherence to client regulations and policies (e.g., ITIL, Incident/Problem/Change/Release Management, Security, Asset Management, Time Reporting).

Communication & Relationship Building

Build and maintain strong, trusted relationships with client stakeholders, acting as a strategic advisor and escalation point.

Organize and lead regular operational status reviews and business review meetings.

Coordinate account activities and communications with Account Management, vendors, and internal teams.

Proactively check in with clients to assess satisfaction and identify improvement opportunities.

Mentor internal team members to ensure high standards of customer service and technical delivery.

Capture and share “lessons learned” and best practices across teams.

Commercial & Contract Management

Support Account Management in client interactions, renewals, and expansion opportunities.

Assist in the creation of Statements of Work (SOWs), Change Requests, RFP responses, and other contract documentation.

Track project run rates, hours utilization, and ensure accurate invoicing.

Compile pre-implementation requirements, level of effort (LOE) estimates, and resource management plans for small projects.

Provide formal account status updates and critical client information to peers and leadership.

Transition & Change Management

Lead the transition of clients from project implementation to steady-state support (Day 2 operations).

Ensure creation and maintenance of support reference documentation.

Set clear expectations for daily support and ongoing project responsibilities.

Integrate feedback to improve delivery methods and client experience.

6–8+ years of technical operations management, preferably in CCaaS solutions including cloud services, GCP preferred and AI solutions, preferably with Google Cloud Contact Center AI Platform or Dialogflow

Proven experience in client management and CX technical consulting.

Hands-on experience with CCaaS technologies (NiCE CXone, Genesys, Five9, AWS Connect, Zoom CC, etc.,)

Demonstrated ability to lead, mentor, and develop technical support teams.

Strong understanding of ITIL processes and best practices.

Experience managing commercial aspects of service delivery, including SOWs, invoicing, and resource planning.

Excellent communication, relationship-building, and problem-solving skills.

Ability to work effectively in a remote, global, and cross-functional environment.