Technical Account Manager
CurrentBeing the customer's point of contact through official channels and keeping customers informed throughout the course of incidents. Ensure the correct registration, categorization, prioritization and sufficient information of the requests opened by clients. Ensure that defined support processes are met. Ensure the management and compliance of the service levels of its clients. Maintain an updated contact base of your clients. Ensure that the incidents reported by their clients are dealt with in a timely manner by the responsible teams. Ensure that incidents that have been escalated are properly monitored. Ensure that in the event that two or more incidents are reported simultaneously to the same team, support the process of prioritizing corrective actions. Connect the customer with all available resources such as documentation, community, videos, training, Modyo experts. So that the client can solve their needs effectively and efficiently. Maintain a support knowledge base for your customers. Always keep the client on the latest version of Modyo. Ensure that the client is using and taking advantage of the platform through a health check of the implementations and the processes or tools defined for this purpose. Educate the client regarding the correct use of the support. Manage delivery of post-mortem reports for serious incidents by those responsible (usually these incidents and post-mortems are technical and delivered by operations). Propose evolutionary improvements to the support and incident management process, based on the feedback obtained from the experience with clients. Stay in sync with the Product Managers and Client Managers assigned to your customers.
