Technical Account Manager – Online Charging (BSS/OSS)

SUMMARY:

Reporting to the VP of Professional Services, the Technical Account Manager (TAM) will be responsible for providing personalized support and guidance, cultivating high-value relationships with customers.  The TAM will be a Technical hands-on role working as a trusted advisor providing dedicated account support, managing communications internally and externally working closely day to day with cross functional organizations such as Sales, Product Management, Engineering, Support and Management.

 

RESPONSIBILITIES:
  • Combined technical and non-technical role including being responsible for day-to-day customer account management
  • Telecom solution architecture awareness and experience and ability to be hands-on
  • Hands-on experience is required by providing operational platform support, taking ownership to resolving operational and support platform issues to conclusion both from a technical and managerial perspective
  • Manage the newly created or existing relationship with the customer
  • Taking ownership and responsibility for all Professional Services related activities with customers
  • Responsible for Services delivery commercials for a customer/project
  • Engage with the customer (and the involved departments and stakeholders within their organization) in respect to all relevant technical and non-technical aspects
  • Manage MATRIXX’s interest and responsibility through-out the project life-cycle from project inception to post-production support
  • Work together, support and communicate with all relevant persons engaged directly or in-directly with the account from the business, networks, operations, IT functions and their suppliers; across various roles including management, business owners, program and project managers, architects, functional and technical SMEs, software developers, testers and others
  • Represent the interface into the wider MATRIXX organization for both day-to-day activities with Product Management, Engineering, Support and Management for strategic aspects and escalation handling
  • MATRIXX Software product expert, including technical hands-on experience in Online Charging technologies
  • Manage risks and issues
  • Manage System Integrator relationship given they will be operating the MATRIXX platform
  • Support customer/SI to ensure operational excellence related to the MATRIXX platform is achieved
  • Managing and taking ownership in order to get operational and support issues resolved

 

YOUR EXPERIENCE:
  • Relevant telecoms product expertize including technical hands-on experience in Online Charging technologies
  • Ability to explain highly technical issues to a non-technical audience, including business stakeholders
  • (Real-time) platform technical and management related operations experience
  • Strong customer support, project management and account management skills
  • Excellent written and verbal communication skills
  • BS OR MS in Computer Science or related subject area

 

WHAT MATRIXX OFFERS YOU:
  • Competitive pay
  • Stock options
  • Generous health benefit package
  • Retirement Plan
  • Work from home Tuesday and Fridays
  • Exempt employees – Flexible paid time off
  • Non-exempt employees – 15 days per 2080 hours worked
  • Best kept secret in Silicon Valley – MATRIXX’s company culture!

 

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Meet our Founder, CEO and CTO, Dave Labuda

 

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