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Technical Account Manager, FNTS Remote

1 month ago

Jackson, United States First National Bank of Omaha Full time

This Position is for a Technical Account Manager, FN Tech Solutions. REMOTE POSITION Summary of the Job: The SAM is responsible for the overall Client Experience as it relates to service assurance and service delivery. The SAM acts as a consultant and partner to clients by knowing their environment and matching the right tech delivery partners to drive solutions for customers' business. They provide communication for day-to-day support requests, escalations, and change management activities. Additionally, they provide reporting to the customer and work collaboratively across FNTS to ensure requests are completed according to SLA's and are delivering on intended customer experience. his position is not available for Sponsorship. Key Accountabilities: Customer Experience: Conduct regular status calls with each client to review current activity (i.e. Issues, requests, updates, metrics, etc.). Lead Operational Review sessions as well as participate in strategic meetings and/or Quarterly Business Reviews (QBR's). Provide metrics to the Sales Team to ensure customer and FNTS are aligned to foster a long-term relationship. Provide monthly reporting as needed/required by clients. Send out customer satisfaction surveys to conduct periodic reviews of the customer experience. Collaborate with the Marketing team to review and send out the annual customer survey. Partner with the PMO to review customer feedback on projects. Change Management (CCB): Communicate and coordinate client change activities to ensure customers are aware and understand impacts. Ensure internal processes are being supported and work is being facilitated through the appropriate workflow as needed to meet the customers' expectations. Identify potential solutions (sales opportunities) and share with the sales teams as appropriate. Incident Management: Participate as the primary point of contact for customer during a major event. Escalate the issue internally as required to ensure attention is being place in resolving the issue. Communicate status updates to the customer to keep them informed regularly throughout the incident. Ensure a root cause analysis report is prepared and distributed to the client after the event. As needed, coordinate internal team meetings to identify potential process improvements as an outcome of a major incident (ad hoc retrospectives). Continuous Improvement: Participate in Agile ceremonies and act as "Product Owner" on behalf of customers. Use customer survey data (annual, PMO, and quarterly surveys) for trending analysis and identify opportunities to improve the customer experience. On a regular cadence, meet as a team to discuss opportunities within the team or the company to improve the processes in alignment with Culture Commitments. Professionalism & Cultural Commitments: Exhibit behaviors in alignment with Cultural Commitments. Build relationships internally and externally to promote a collaborative work environment. Maintain regular and predictable attendance in alignment with department guidelines. Qualifications (if Required by Work of Role). Experience working for a MSP or CSP desired. Minimum of 5 years' experience of account management or customer service. General understanding of technology work and roles. Bachelor's Degree or equivalent experience required. Proficient computer skills with word processing and spreadsheets. Excellent customer service and interpersonal skills working with customers and teams. Equity, Diversity, & Inclusion: FNTS is committed to belonging, inclusion, diversity and equity. Committed to intentionally and proactively creating pathways to success for historically underrepresented populations. To accomplish this, foster a culture of belonging and inclusion so that every employee is valued, and has opportunity and the ability t make an impact. Strive to reflect the diversity of the communities served in the makeup of the workforce. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.