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Technical Account Manager
Tivo
San Jose, CA, United States
Job Details - this job has expired, please see similar jobs below
Description
Hi. We’re TiVo. At our core, we’re innovators who continuously seek to fuel the ultimate entertainment experience. We touch the lives of binge-watching, music-loving, entertainment fanatics every day by inventing and delivering beautiful user experiences, and enable the world’s leading media and entertainment providers to nurture more meaningful relationships with their audiences.
We work hard, celebrate success and challenge everyone in our organization to make an impact. If you are as passionate as we are about the intersection of technology and entertainment, join us today.
Technical Account Manager
We are looking for an upbeat, focused, professional, analytical individual to join our team to be the TiVo operations, support, and services relationship manager for several North American cable operators/partners. The ideal candidate will have extensive experience working with technology, a background in project or account management, and be able to effectively manage complex projects, issues, and requests. This individual must be highly organized, flexible, and extremely personable.
Here is what you'll get to do:
• Manage and own the support and operational relationship between TiVo and your accounts, coordinating internal and external teams to drive issues to successful resolution, deliver exceptional customer service, complete and deliver projects on time and with quality, maintain strong and frequent communication between TiVo and your customers (and vice versa.)
• Counsel the customer in a professional and effective manner on the setup and use of TiVo products, and services as well as the proper methodologies and best practices for providing support to their customers and receiving support from our teams.
• Be a subject matter expert on ALL TiVo products and trusted advisor to TiVo’s North American cable operator partners/customers.
• Be a subject matter expert on your accounts’ operations, products, processes, configuration, requirements, and roadmap and advocate for them within the TiVo organization.
• Work with the MSO Support Engineers and the NOC on escalated issues and serve as a liaison to TiVo Engineering, IT, and Operations teams for our most difficult escalations. Coordinate internal and external resources to resolve issues and develop action plans for your customers. Follow up consistently with internal teams to obtain traction and escalate as needed for priority.
• Help your customers learn and implement best practices for provisioning, installing, and supporting TiVo products and services.
• Prepare for and conduct regular (weekly) meetings with operational contacts at your operator customers, providing status on escalations, projects, and customer concerns and fielding any requests or questions.
• Keep customer informed of issues, problems, and resolutions that may have an impact on the success of their programs and business, and that affect other operators with similar configurations or offerings. Be the voice of TiVo for your customers’ operational needs, questions, requirements,
• Document partner service activity thoroughly and completely by creating accurate and detailed cases for every partner interaction and recording all notes, tasks, and agreements. Keep our internal documentation and manuals updated.
• Help drive the successful implementation and adoption of new products and services contracted by your customer as well as bug fixes and configuration changes required.
• Keep improving and implementing methods for improving our partner’s experience with TiVo products and services, and drive improvements in TiVo to benefit our customers.
Here is what you'll need to be successful:
• BS/BA degree or higher is strongly preferred.
• 5+ years of client service or account management or equivalent experience handling dedicated corporate or enterprise accounts.
• Strong project management expertise and experience.
• Strong interest in consumer electronics; prior experience in the CE industry a plus. Experience in the cable industry preferred.
• High level of competence or experience in networking, software, hardware, video and/or audio technologies.
• Self-starting, initiative-taking, motivated, hardworking, calm under pressure, and very flexible.
• Demonstrated collaboration and flexibility to work with internal groups and external users.
• Superb command of the English language, in writing, verbally, and listening/comprehension.
• Strong customer service attitude with a commitment to follow through.
• Demonstrated skills in working tactfully and sensitively with partners who may be frustrated.
• Creative problem-solving and analytical (or critical thinking) skills, with the ability to break down complex problems into clear and actionable summaries or descriptions.
• Strong attention to detail a must!
• ITIL or other service-oriented fundamental training a plus.
• Experience with ServiceNow, Salesforce or other enterprise CRM, a plus.
• Ability to communicate project and program issues to all levels of personnel within the organization effectively and professionally.
• Willingness to travel (10%+)
• Bilingual Spanish skills highly preferred
Benefits & Perks
Our employees and their families are important to us and our comprehensive pay, stocks and benefits programs reflect that. TiVo supports personal well-being, builds financial security, and enables employees to share in the success of TiVo. Rewards include:
• Competitive compensation (salary, equity and bonuses) and comprehensive benefits designed to foster work-life balance, care for your health, protect your finances, and help you save and invest for the future.
• Generous paid time away from work including vacation, holidays, sick time, and 2 days of paid time off each year to serve and learn through TiVo Community Outreach.
• Great perks, which vary by location and can include: employee discounts, transportation reimbursements, subsidized cafes and fitness facilities, conveniences such as dry cleaning and car washes, and recycling programs.
• TiVo Corporation is an Equal Employment Opportunity Employer