TTEC Digital · 4 hours ago
Technical Account Manager
United States
Full-time
Remote
Senior Level
$125K/yr - $145K/yr
6+ years expTTEC Digital is a leader in customer experience solutions, seeking a Technical Account Manager to lead operational and technical aspects for a portfolio of clients. This role involves driving service delivery, managing client relationships, and ensuring operational excellence throughout the client lifecycle.
AnalyticsArtificial Intelligence (AI)Information Technology
Responsibilities
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+
Conduct daily system and landing-zone checks, maintain knowledge bases, and drive automation scripting to ensure platform health and client satisfaction
Plan and execute platform upgrades (e.g., CVP, Finesse, ICM), schedule maintenance windows, and coordinate with Level 2 engineers and Cisco TAC
Serve as the escalation point for P1/P2 incidents, lead or join incident bridges, and ensure timely, clear updates to clients and internal teams
Partner with Major Incident Response (MIR) to track and implement preventive actions from root cause analyses, ensuring knowledge transfer and checklist completion
Provide engineering services hours and OM utilization data to Commercial Admin for monthly billing packs
Validate OM responsibilities against SOW/RACI documents and clarify deliverables with clients and internal teams during onboarding and renewals
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)
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
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
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
Qualification
Required
6–8+ years of technical operations management, preferably in contact center technology (cloud or on-premises)
Proven experience in client management and technical consulting
Hands-on experience with contact center technologies (voice/data networks, CTI, ACD, IVR, CRM applications)
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
Benefits
Medical, dental, vision
Tax-advantaged health care accounts
Financial and income protection benefits
Paid time off (PTO) and wellness time off.
Company
TTEC Digital
TTEC Digital is an IT consulting firm that provides CX strategy, data and analytics, and AI solutions.
1001-5000 employees
H1B Sponsorship
TTEC Digital has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (26)
2024 (18)
2023 (17)
2022 (26)
2021 (12)
2020 (11)
Funding
Current Stage
Late StageLeadership Team
Dave Seybold
Chief Executive Officer
Recent News
2025-11-14
Company data provided by crunchbase