Technical Account Manager

Il y a 2 mois

Paris, France Broadridge Temps plein

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.

Role Overview

Working directly under the responsibility of the Paris Head of Customer Success, the Technical Account Manager (TAM) will be the single technical point of contact of a set of clients.

In this position you will be working hand in hand with one or many Client Service Managers (CSM) in order to ensure the following missions:
Platform building: Although complex client platforms are built and assembled by a specific set of experts, the TAM has to assemble the client platforms using in-house components. This implies being technically knowledgeable on BTCS products.

Deployment: Once engineered, our clients’ platforms need to be seamlessly integrated to our clients’ environments.

The TAM has to ensure successful completion of this phase, either with our clients’ teams or with our internal production department.

Project follow-up: Though the CSM has the ownership of conducting proper project management, the TAM has to produce regular updates /checkpoints to both their clients and the different CSMs he/she is working with.

Support: Our TAMs are in charge of the Level 2 support, which includes taking ownership of all the cases raised by the client or the very platform itself (alerts).

This means: opening an incident ticket, defining the impact for the client, qualifying the incident, gathering all the components required for resolution (logs, configuration, etc...), providing quick and prompt responses to customers, resolutions whenever possible or escalating to further levels of support.

**Responsibilities**:

- Bring expertise to clients
- Platform engineering
- Level 2 Support
- Platform deployment and Integration
- Training of client staff as well as new BTCS joiners
- Permanent technical contact for our clients.

**Profile**:

- University graduate in Computer Science
- A minimum of 2 years in an IT position or in a similar role. Development skills would be a “plus”.
- Excellent communication skills, written and oral
- Proficient level in English and French, a third language would be a “plus”.
- Autonomous and team player as well
- Previous experience in platform deployment and client support with technical background

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