Found Description
Job Profile - Technical Account AdvisorOverviewThe Technical Account Manager (TAM) is responsible for ensuring timely and satisfactory resolutions of all technical and operational cases.TAMs maintain ownership of the customer JDA SaaS solution environment.Scope- Core responsibilities to include maintaining the system's health, reviewing customer SLAs and conducting review meetings with customers, keeping track of customer consumption and reporting to both internal and external stakeholders, contributing towards renewals and preventing customer attritionWhat you'll do- Overall ownership of the customer- Produce and deliver monthly SLA reports to customers, and ensure SLA compliance*- Ensure adherence to SaaS policies and procedures- Escalation management and identifying customer success plan- Supports and owns where necessary customer escalations based on escalation criteria:- Potential financial implications for customer- SLA breach due to critical severity cases- Disruption to cust...