Technical Account Manager

The Technical Account Manager (TAM) plays a crucial role as the primary point of contact for both internal and external clients within the TELUS International IT department. Assigned to specific client programs based on program size and technology support needs, the TAM is responsible for overseeing the end-to-end technology management of the programs. This includes gaining a comprehensive understanding of the program's infrastructure, applications, and technology requirements. Additionally, the TAM serves as a trusted advisor to both internal and external customers, ensuring effective communication and support for all technology-related issues, changes, and innovations. Key Responsibilities: - Acts as the single point of contact for business inquiries into IT services - Serves as the escalation point during outages or issues affecting customers or TELUS International technology services - Keeps internal and external clients informed of progress during service restoration processes - Supports problem management by implementing long-term solutions post-outages to prevent future incidents - Reviews customer Statement of Work to ensure IT compliance from a contractual perspective - Collaborates with CRM team and Call Center Operations to present IT metrics and planned technology enhancements to customers during meetings - Manages any business moves, growth, or changes within the existing program - Maintains a centralized tracker of outages, issues, change requests, penalties, and technology-related revenue for the program - Coordinates TELUS International activities for client-side changes following the change management process - Develops a deep understanding of clients" business to suggest new or additional IT services to address their needs - Conducts client program assessments to identify technology solutions for operational efficiency and cost savings - Manages client audits throughout the entire life cycle Required Skills and Qualities (Technical): - Bachelor's degree graduate - 6-8 years of experience in a related field - Good understanding of call center technology Required Skills and Qualities (Non-Technical): - Familiarity with call center technology and awareness of current and emerging technologies - Proficiency in people management, strategic planning, risk management, change management, and project management - Strong judgment, analytical thinking, and problem-solving skills - Experience in business process mapping, operational redesign, or improvement - Comprehensive knowledge of software development lifecycle best practices and project management - Self-motivated with exceptional time management and organizational skills - Demonstrated ability as a coach, mentor, and talent developer - Strong cross-functional collaboration and relationship-building skills - Excellent oral and written communication abilities with a professional demeanor - Strong sense of personal responsibility and commitment to delivering high-quality work TELUS Values: TELUS emphasizes the importance of values in the workplace. Applicants are encouraged to demonstrate behaviors that reflect TELUS values: - Putting customers and communities first - Embracing change and innovating courageously - Growing together through teamwork TELUS is dedicated to promoting diversity and providing equal employment opportunities based on ability.,