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(Remote Work) Technical Account Manager – Fuze

Fuze

Company Website: https://www.fuze.com/
Remote Locations: UK, Portugal
Job Type: Full Time

Job Overview:

Do you thrive on helping others? Do you have a passion for innovative technology? Are you interested in a career where you’ll make a difference in the way thousands communicate? The Fuze Customer Support Team is continually evolving and adapting to take on new customers and support an industry-leading Unified Communications as a Service (UCaaS) product suite.

The Premium Support Program at Fuze is built to support those customers who are looking for higher-touch services and a closer working relationship with Fuze.  As a Technical Account Manager in this team, you will work to ensure we exceed our customer’s expectations by assuming a combination of responsibilities focused on delivering services to our Premium Accounts and collaborating with the larger Fuze organization to ensure high customer satisfaction and success.

Job Responsibilities:
  • Function as your customer’s technical point of contact and advocate within Fuze
  • Proactively monitor and manage your customer’s open Technical Support cases by:
    • Ensuring cases are on track and in good hands at all times
    • Escalating as needed to keep things on track
    • Managing some portion of the customers cases directly (depending on the account needs)
  • Manage the customer’s support experience and host weekly to bi-weekly support reviews to:
    • Review and prioritize open cases
    • Review cases closed since the last meeting
    • Ongoing support trend analysis
  • Regular service and strategic business reviews with customers
    • Building and delivering quarterly strategic business reviews leveraging key insights & analytics
    • Building and delivering monthly account health service reviews leveraging key insights & analytics
    • Ensure the customer is up to date on the latest Fuze product releases and features
    • Find training and self-service opportunities to increase customer efficiency
  • Be the customer advocate and voice for:
    • Support
    • Product
    • Engineering / Development
  • Maintain a detailed understanding of customer environment and document customer details for internal knowledge sharing, including:
    • Customer requests, special configuration setups and overall customer environment
    • Special service change requirements
    • Site layouts
    • Custom integrations
  • Manage critical account data points within CRM
  • Ongoing project and deployment awareness
  • Compiling, aggregating, and submitting product feature requests
  • Working hours include covering the customer’s primary region (typically HQ) within business hours coverage
  • This is an individual contributor role focused on managing up to four paid-support accounts
Job Requirements:
  • BS or BA degree or relevant work experience
  • 3-5 years Customer Service related experience
  • 2 years technical systems management experience
  • Organisational & analytical skills, ability to plan, track tasks, and deliver on committed timelines
  • Strong verbal and written English communication skills
  • Strong verbal and written French communication skills
  • Resident in UK or Portugal

Qualifications – Preferred:

  • 1+ years experience owning direct client relationships and a book of business
  • Proficiency with languages other than English is a plus
How To Apply:

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