Manager Technical Account Management (Remote) at 8x8

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As an industry leader and Software-as-a-Service provider our mission at 8x8, Inc. (NYSE:EGHT) is to transform the future of business communications. The 8x8 Open Communications Platform (TM) uniquely brings together Voice, Video, Collaboration, Contact Center, and enterprise-class API solutions, helping businesses across the globe transform their customer and employee experience, and empowering workforces worldwide to work smarter.

For additional information, visit www.8x8.com, or follow 8x8 on LinkedIn, Twitter, and Facebook.

About The Role

As a Manager of the Technical Account Management team, you will lead a team of talented Technical Account Managers who work with 8x8 customers to ensure that they are wildly successful with all 8x8 products. You will be expected to develop, build and retain a strong technical team in a rapidly growing and evolving company. You will work closely with 8x8 customers, understanding their challenges and how the TAM team can solve them to drive customer success. You will also partner with the Customer Success and Premium Plus Support teams on planning and executing on a shared vision.

Responsibilities


Build, develop and support a customer-focused team comprised of Technical Account Managers supporting Enterprise customers
Think outside of the box to constantly innovate and help support our customers while providing an excellent Customer Experience
Act as a coach, mentor, and educator to the Technical Account Managers on your team
Maintain control of the overall resolution of any escalated case, leading cross-functional as needed
Participate in strategic planning sessions with customer success and sales management teams
Identify customers at risk across a large portfolio of accounts and coordinate the development of success plans to remediate the situation and ensure a successful renewal
Identify needed resources for supporting the customer success strategy
Work collaboratively with sales counterparts, marketing, product development, and other supporting teams
Act as the technical bridge between 8x8 and the customer by helping customers better understand 8x8 capabilities, while capturing their requirements and needs
Understand complex architectures and quickly identify possible gaps and opportunities to increase a customer's successful use of the 8x8 product suite
Requirements


Experience in a people management position, ideally in customer support/customer success
Bachelor’s Degree in computer science or relevant work experience
Technical understanding of UCaas/CCaSS technologies
Motivated with excellent organizational skills
Self-starter with the ability to work independently, but also manage expectations of both customers, employees, and peers
Strong communicator - written, verbal, and presentation
Strong problem-solving skills with the ability to implement systematic approaches to scale within a fast-paced environment
An aptitude for understanding how technology products and solutions solve business problems
Experience as a successful Technical Account Manager / Customer Success Manager with a track record of exceeding customers’ expectations
Demonstrated experience working with Customer Success organizations and product teams

8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.
View the Participant Poster in English | Español.
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We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws. Learn more or email us at [email protected] (Include “Reasonable Accommodation” in the subject line)

For European Job Applicants our Job Applicant Privacy Notice can be found here.

More Information on 8x8
8x8 operates in the Software industry. The company is located in Campbell, CA and New York, NY. 8x8 was founded in 2022. It has 2147 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 72 open jobs at 8x8, click here.
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