Manager, TAM

Afiniti

Pakistan
Permanent
Full-time

15 days ago

At Afiniti, we are a leading provider of artificial intelligence technology that elevates the customer experience by making moments of human connection more valuable. Our mission is rooted in a simple yet powerful idea: understanding patterns of human behavior enables us to predict how people will interact and create meaningful connections.Using our patented AI technology, we revolutionize the contact center industry by pairing customers with the most compatible contact center agents. By doing so, we enhance the entire customer journey, resulting in exceptional experiences and improved outcomes for all parties involved.Our transformative technology has generated billions of dollars in incremental value for our esteemed clients, which include Fortune 500 companies across diverse industries such as financial services, telecommunications, travel, and hospitality. We take pride in our global reach and impact, with our solutions being leveraged by organizations around the world.To learn more about Afiniti and the groundbreaking work we do, visit .About the roleThe Technical Account Manager is an individual whose purpose is to act as primary liaison between the client and Afiniti internal teams to ensure the smooth and uninterrupted Afiniti services.Key Responsibilities

Manage all client inquiries and requests related to Afiniti services, fostering strong relationships and ensuring connectivity at all account levels.
Build and manage client service relationships, serving as the primary contact for all issues regarding Afiniti's services.
Partner with System Integration & Deployment, Engineering, Data Science, and other teams to ensure timely deployments and smooth operations.
Act as the central contact between Afiniti and clients for resolving all issues related to our, coordinating with Delivery Leads and key stakeholders (on-site and off-site) to achieve smooth resolution.
Demonstrate leadership, superior problem-solving skills, and confident communication to guide internal teams towards effective issue resolution while maintaining client confidence through timely and informative communication.
Take full ownership of incidents, manage all high and critical escalations, and ensure adherence to change management processes.
Submit regular status reports to management, summarizing completed initiatives, tasks, and relevant data.
Manage and execute ad hoc reporting requirements to provide valuable insights to stakeholders.
Required to visit clients.

Minimum Qualifications

Bachelor's Degree in Computer Science or Engineering discipline.
Candidates with IT Service Management Certifications like ITIL will be preferred.
Expertise in relational database management systems (RDBMS) and demonstrate strong SQL skills
Ability to maintain a working knowledge of Artificial Intelligence (AI) and related
Ability to build and cultivate strong relationships with clients across all account levels
Capable of delivering clear, confident, and concise communication (written and verbal) tailored to diverse audiences, both technical and non-technical.
Exceptional problem-solving skills with the ability to identify root causes, develop effective resolutions for complex client issues.
Ability to motivate internal teams to collaborate effectively towards achieving successful client outcomes.
Possess basic project management skills to coordinate internal resources and ensure timely delivery of initiatives.
Ability to analyze data and generate insightful reports to inform decision-making and track progress towards client goals.
Willingness to travel for client meetings and assignments as needed.
Minimum of 5 years of experience in a technical support or help desk environment, demonstrating a strong understanding of customer service principles.
Knowledge of contact center operations.

Location/Remote work statementBased on the role and function at Afiniti, you may have the opportunity to work hybrid!

Afiniti

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