Work In Tech

Job overview:

The Technical Account Manager (TAM) is a key member of the Professional Services Department - EMEA. The Technical Account Manager is responsible for strengthening customer relationships and ensuring customer satisfaction by monitoring support requests of key accounts, identify unresolved issues, and work with the appropriate teams on resolutions while managing customer communication. They hold regular review meetings with customers to discuss any issues or concerns and provide regular updates on open issues. The Technical Account Manager analyses customer support requirements and identifies areas where the company can offer improved services ensuring that Ross meets its mission of providing a Superior Customer Experience. This position reports to the Director, Professional Services - EMEA.

Who you report to: Director, Professional Services – EMEA

What we offer:

Ross offers competitive salaries, comprehensive health plans, and several perks to help you perform at your best. Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, an employee share ownership program, development support, and a ton of fun social activities and events! Best of all, you will be part of the Ross Video family, and we've got an energizing environment here.

What the job is all about:

• Provides customer management, leadership support and is the customer advocate
• The role will act as point of contact for feature requests, as well as any changes to workflows, hardware, upgrades, and more. Collaborating with Regional Sales Managers, Solution Architects and Product Teams.
• As the voice of the customer, engages the necessary internal resources to ensure that the customer’s concerns/escalations are resolved in a timely manner, including feature questions and enhancement requests, and communicates the updates to the customer.
• Monitors the progress of escalated issues of assigned customers.
• As needed, will travel to customer sites to assist in the troubleshooting/diagnosis of critical issues, engages the Director of Professional Services, EMEA, or appropriate designated Technical Support Manager and/or the appropriate Technical Product Manager (as needed), and drives issue escalations with Field Services and R&D teams.
• Ensures effective ownership, communication, coordination, and facilitation of support service activities with assigned customers.
• Schedules review meetings as needed with customers to discuss any issues, concerns or escalations.
• With the assistance of the Service Delivery Operations system administrator and/or analyst, compiles monthly support/RMA reports for assigned customers.
• Monitors and analyses Technical Support statistics to formulate customer service strategies tailored to customer needs such as software and hardware upgrades, extended warranty requirements and critical spare solutions for uninterrupted operation.
• When requested, provides enhanced site services such as evaluating network and broadcast environments, identifying vulnerabilities, single points of failure, technical training requirements, drafting maintenance procedures and troubleshooting techniques.
• Performs other activities as needed to “Get the Job Done”

Who you are:

• Strong knowledge of Broadcasting and IT infrastructure
• Ability to manage multiple assignments, set priorities, and adapt to changing conditions
• Excellent crisis management skills
• Superior customer skills, including excellent verbal and written communications
• Familiarity with key components used in broadcast stations
• Post-secondary degree/diploma related to broadcast or relevant work experience
• High level of customer service experience
• Solid technical background in broadcasting
• Solid time / task management experience
• Minimum of 10 years’ experience in a broadcast environment
• Passionate about the broadcast industry
• Strong interpersonal and observational skills
• Strong organizational skills and very detail oriented
• Self-starter, quick learner and able to work under minimal supervision
• Approachable, patient, calm with a desire to help others learn new objectives
• Ability to mitigate risk
• High initiative and well-developed analytical skills
• Must be able to work well within a team, as well as independently

Bonus points if you have the following:

• Knowledge of SalesForce
• Extensive knowledge of the Ross family of products
• Familiarity with key components used in broadcast stations
• Proven leadership and management experience
• High level of customer service experience
• Solid time / task management experience
• Strong interpersonal and observational skills
• Strong organizational skills and very detail oriented
• Self-starter, quick learner and able to work under minimal supervision
• Approachable, patient, calm with a desire to help others learn new objectives
• Ability to mitigate risk
• High initiative and well-developed analytical skills
• Must be able to work well within a team, as well as independently
• Germany based preferred