Technical Account Manager - Google CCAI Solutions

What You'll Be Doing

• Strategic Operations & Client Management
• Contract Renewal Negotiations: 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+.
• Client Health Checks & Monitoring: Conduct daily system and landing-zone checks, maintain knowledge bases, and drive automation scripting to ensure platform health and client satisfaction.
• Change & Upgrade Coordination: Plan and execute platform upgrades, schedule maintenance windows, and coordinate with Level 2 engineers.
• Incident Escalation & Bridge Support: Serve as the escalation point for P1/P2 incidents, lead or join incident bridges, and ensure timely, clear updates to clients and internal teams.
• RCA Action Tracking: Partner with Major Incident Response (MIR) to track and implement preventive actions from root cause analyses, ensuring knowledge transfer and checklist completion.
• Billing Inputs: Provide engineering services hours and OM utilization data to Commercial Admin for monthly billing packs.
• Contract Scope Alignment: Validate OM responsibilities against SOW/RACI documents and clarify deliverables with clients and internal teams during onboarding and renewals.
• Platform & Service Delivery
• 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).
• Communication & Relationship Building
• 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.
• Commercial & Contract Management
• 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.
• Transition & Change Management
• 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.

What You'll Bring to the Role

• 6–8+ years of technical operations management, preferably in CCaaS solutions including cloud services, GCP preferred and AI solutions, preferably with Google Cloud Contact Center AI Platform or Dialogflow
• Proven experience in client management and CX technical consulting.
• Hands-on experience with CCaaS technologies (NiCE CXone, Genesys, Five9, AWS Connect, Zoom CC, etc.,)
• 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.