CCaaS Technical Account Manager (TAM) - Hybrid - Norcross, GA

USAN, Inc.
Any Location, GA
Category Customer Service
Job Description
As a CCaaS Technical Account Manager (TAM), you will be the primary point of contact and trusted advisor for customers who run their contact center operations on Amazon Connect. You will bridge the gap between technical delivery and customer success — making sure customers get the most out of their Amazon Connect investment while meeting their service level and operational goals.

Requirements

  • Own the day-to-day technical relationship for a portfolio of Amazon Connect customers
  • Proactively monitor customer environments and partner with internal teams to identify and resolve issues
  • Lead regular customer service review meetings
  • Manage customer Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
  • Act as Incident Manager during high-priority events
  • Coordinate change management activities
  • Advise customers on Amazon Connect best practices
  • Collaborate with USAN's engineering, operations, and professional services teams
  • Create and maintain clear, accurate operations documentation
  • Identify and communicate customer expansion opportunities

Benefits

  • Competitive compensation program
  • Outstanding benefits package (including medical, dental, vision and life)
  • 401(k) plan
  • Excellent holiday/vacation plans
  • Employee Referral Bonus Program
  • Annual performance-based bonus
  • Ongoing training opportunities
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