Technical Account Manager

Profile

Comcast Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, Comcast Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, Comcast Business is one of the largest contributors to the growth of Comcast Cable. The organization is the nation's largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services.

Job Summary

Technical Account Manager (TAM) provides personalized, proactive support and post-sales relationship management by addressing customer technical escalations, investigating critical and complex customer issues and establishing action plans to drive issues to closure. TAM's ensure timely handling of customer issues and concerns by leveraging knowledge and experience to develop strategies which improve the overall quality of the customer experience, ensure retention and promote revenue growth. On the operational front, the Technical Account Manager (TAM) studies the customer environments so they can provide informed guidance. They act as a technical liaison between the customer and Comcast Support, Engineering and Solution Architect teams and focus on delivering technical recommendations that are aligned with the customer's strategies and goals. The TAM also provides scheduled and ad-hoc reporting and analysis related to technical support incident and performance trends. The TAM oversees and coordinates aging open incidents through resolution and manages technical support issues on the customer's behalf. The TAM provides technical account support by working closely with the customer's internal staff, effectively becoming the customer's technical support expert. The TAM also coordinates weekly and monthly meetings, engaging resources and subject matter experts to assist with issues and projects, ensuring that all decisions are weighed against the potential impact to the business. TAM's have in-depth experience, knowledge and skills in own discipline, usually determine own work priorities and act as resource for colleagues with less experience.

Job Description

Core Responsibilities

Ensure compliance and drive performance metrics related to time and financial obligations for a portfolio of national accounts by reading and understanding contracts, service level agreements and technical requirements.

As the resident advocate and voice for your customer, you are an extension of the customer's technical team.

Be the point of contact for all of your customer's technical issues and escalations.

Facilitate timely resolution of customer issues by delivering personalized, 'high-touch' support and expedited access to product and support experts familiar with the customer's unique environment.

Gain an understanding of customer's Information Technology (IT) goals, priorities, processes and infrastructure and how Comcast services contributes to the overall customer mission

Provide proactive assistance when customers are planning changes and upgrades to their environment and identify revenue growth opportunities.

Partner with other critical Comcast account team members including Client Services, Project Management and Sales and collaboratively develop account strategies.

Responsible for tracking and reporting on the health of your customer accounts, providing regular updates to Comcast leadership.

Participate in quarterly business reviews with broader account management teams.

Excellent relationship management, customer service, communication and presentation skills.

Experience in network engineering, telecommunications and LAN/WAN technologies.

Consistent track record of highly professional customer service in a fast-paced, dynamic environment.

Excellent problem-solving skills, including issue tracking, triaging and crisis management.

Travel to customer locations on a regular or as needed/requested basis and/or maintain regularly scheduled calls to review service performance reports and other customer requested information including but not limited to; installation processes, network performance and other refined customer experience metrics throughout the relationship with the account.

Consistent exercise of independent judgment and discretion in matters of significance.

Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

Other duties and responsibilities as assigned.

Employees at all levels are expected to:

Understand our Operating Principles; make them the guidelines for how you do your job.

Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

Win as a team - make big things happen by working together and being open to new ideas.

Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

Drive results and growth.

Respect and promote inclusion & diversity.

Do what's right for each other, our customers, investors and our communities.

Disclaimer:

This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

5-7 Years

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.

Company info

Comcast
Website : http://corporate.comcast.com