Technical Account Manager
ibex. Pakistan
Date: 4 days ago
City: Lahore
Contract type: Full time

ibex. provides exceptional customer experience (CX) services to both emerging
startups and well-established brands. We craft powerful engagement and insights tools
that enhance customer interactions. Our solutions safeguard investments, minimize
risks, and deliver swift returns on investment.
We are looking for a highly skilled and driven Technical Account Manager (TAM) to join
our team. The ideal candidate will collaborate closely with clients to ensure seamless
implementation and ongoing support of our technical services. As a TAM, you will serve
as a key liaison between the client’s technical team and our internal experts, cultivating
strong relationships and ensuring the highest level of customer satisfaction.
Responsibilities
and services.
helping both the customer and the business reach a mutually beneficial
outcome.
Qualifications
organization”.
organization”.
both the customer and the internal team.
compromising the company's objectives.
startups and well-established brands. We craft powerful engagement and insights tools
that enhance customer interactions. Our solutions safeguard investments, minimize
risks, and deliver swift returns on investment.
We are looking for a highly skilled and driven Technical Account Manager (TAM) to join
our team. The ideal candidate will collaborate closely with clients to ensure seamless
implementation and ongoing support of our technical services. As a TAM, you will serve
as a key liaison between the client’s technical team and our internal experts, cultivating
strong relationships and ensuring the highest level of customer satisfaction.
Responsibilities
- Build and maintain strong relationships with clients, ensuring a deep
- Serve as the primary point of contact for clients’ technical queries, providing
and services.
- Oversee the successful deployment and integration of our solutions into clients’
- Work closely with internal teams to address client issues, resolve technical
- Provide clients with documentation to help them optimize the use of our
- Manage and escalate critical client issues, ensuring prompt resolution and
- Prepare and deliver regular reports to clients regarding system performance,
- Contribute feedback from clients to help improve our services, products, and
- Sometimes customers may have unrealistic expectations or competing
helping both the customer and the business reach a mutually beneficial
outcome.
- Being able to analyze data and produce reports or dashboards to track progress
- Act as Escalation point in after-hours to ensure Client critical requests are
Qualifications
- Education: Bachelor’s degree in Computer Science, Engineering, Information
- Experience:
- Minimum of 4-7 years of experience in a technical account management
organization”.
- Minimum 2-4 years of customer experience with Proven track record of
- Hands-on experience in dealing with Technical issues within Telephony or
- Experience with project management is a plus.
- Customer Satisfaction and Retention
- Business Growth and Revenue Generation
- Continous improvement & Innovation
- Education: Bachelor’s degree in Computer Science, Engineering, Information
- Experience:
- Minimum of 4-7 years of experience in a technical account management
organization”.
- Minimum 2-4 years of customer experience with Proven track record of
- Hands-on experience in dealing with Technical issues within Telephony or
- Experience with project management is a plus.
- Technical Skills:
- Strong understanding of IP Telephony, Voice over IP, Contact Center
- Strong understanding of Genesys Cloud Solutions with proven
- Experience with Troubleshooting, system integration, and Solution
- Understanding Project Management tools is a plus.
- Communication Skills:
- Clear and concise communication is crucial. The resource should be able
both the customer and the internal team.
- Exceptional written and verbal communication skills in English.
- Ability to communicate complex technical concepts to non-technical
- Being able to listen attentively to customer concerns, ask the right
- Understanding the customer’s perspective and demonstrating empathy
- Problem-Solving: Strong analytical and troubleshooting skills with the ability to
- Being able to handle disagreements or misunderstandings calmly and
compromising the company's objectives.
- Time Management: Ability to handle multiple priorities and deadlines in a fastpaced environment.
- Experience working with clients in a technical consulting or customer-facing
- Certifications in relevant technologies (e.g., Genesys, AWS, Azure etc.)
- Knowledge of project management methodologies
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