Technical Account Manager

Overview

Job category: Operations Leadership

Transcom is looking for talented individuals like you to join our awesome team Be the next Technical Account Manager for our Transcom Pasig site. The Technical Account Manager (TAM) acts as the trusted technical advisor and strategic partner between our clients and internal technology teams. You'll support clients across sales, onboarding, and operational phases—ensuring platform execution, technical escalation management, feedback loop closure, and proactive innovation aligned with client objectives.

Responsibilities

• Client Relationship & Strategic Alignment: Be the primary technology liaison for assigned clients, bridging communication across Operations, delivery, and development.
• Shape and maintain a Technical Account Plan (TAP) aligned with SLAs, client roadmaps, and emerging tech.
• Join and present in Quarterly and Annual Business Reviews with clients, sharing insights, issues, and action plans.
• Serve as the dedicated point of contact and advocate for clients with internal IT and infrastructure leadership.
• Develop stakeholder engagement plans for all technical projects, including corrective action tracking and post-mortem reviews.
• Lead technical project delivery with transparent communication and milestone accountability.

Business & Product Feedback

• Act as the voice of the customer by capturing feedback and translating it into actionable inputs for product and engineering teams.
• Advocate for enhancements and roadmap prioritization based on real-world client use cases.
• Engage during sales/discovery phases to provide technical specifications, feasibility, and solution structuring.
• Own technical onboarding: deliver system reviews, training, configuration validation, and transition into delivery.
• Some travel to other sites in the Philippines for client visits, hands-on training, issue diagnosis, or onboarding support.

Sales & Implementation Support

• Act as the conduit between clients and product/service teams.
• Capture customer feedback and escalate enhancements or roadmap changes.
• Create ad-hoc technical/status reports (uptime, issue trends, platform health).

Incident, Request, Problem & Knowledge Management

• Oversee real-time monitoring of incident and service request queues with clear SLAs and escalation paths.
• Apply Knowledge-Centered Service (KCS) methodology to build, maintain, and improve the self-service knowledge base.
• Ensure compliance with structured escalation and corrective action workflows.

Expanded Technical Expertise

• Maintain working knowledge of IVR/call delivery systems, VoIP/SIP, PBX, networking, security protocols, cloud platforms, and data center management.
• Provide technical guidance across desktop standards, user account administration, and authentication workflows.
• Excellent verbal and written communication, especially with global stakeholders.
• Analytical, detail-oriented, and proactive in issue resolution.

Qualifications

• Bachelor's in IT, Engineering, Computer Science, or equivalent experience.
• 3+ years in technical account management, project/product management, or related IT field.
• 2-4 years in BPO or contact center environments with exposure to cloud-based technologies.

Technical Skills

• Expertise with Google Workspace, Microsoft Project, Word, Excel, Visio, PowerPoint.
• Knowledge-management tools (NotebookLM, Confluence, KCS frameworks).
• Familiarity across the tech stack: desktop, network, applications, CRM, telephony, cloud platforms.
• KPIs & Metrics: e.g. average incident resolution time, CSAT/NPS, SLA compliance, escalation rate reduction.
• Technology Stack: ServiceNow, Jira, AWS/Azure, Salesforce, Power BI, RPA tools, analytics platforms.
• Training & Development: Support for certifications (ITIL, PMP, cloud, automation, contact center vendor certs).
• Global Collaboration: Work effectively across offshore/onshore delivery teams and varying time zones.
• Customer Success Orientation: Emphasis on customer retention, upsell/cross-sell informed by technical deployment.

Additional Responsibilities

• Monitor SLA adherence, manage ticket flows, and ensure prompt high-severity issue resolution.
• Lead post-incident root cause analysis and transparent escalation communication.
• Drive shift-left strategies, knowledge-base improvements, and problem elimination.
• BPO-Specific Responsibilities: Collaborate with WFM, QA, Operations teams to integrate and support technical solutions; uphold compliance in regulated environments (PCI-DSS, HIPAA, SOC2, ISO); analyze system metrics to derive business insights.

What's in it for YOU

• Day 1 HMO
• Rice Subsidy
• Clothing Allowance
• 24/7 Teleconsult
• In-house & Online Pharmacy
• Retirement Fund
• Free Meal & Medicine (through Transcom’s Tap Card Rewards)
• Loyalty Incentives
• Free Shuttle Service

What Life at Transcom is like

We’re relentlessly committed to our clients and each other. Transcom's culture emphasizes inclusion, dignity, equality, and respect. This is why genuine concern is vital to us.

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