Technical Account Manager – QA

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The Technical Account Manager – Quality Assurance (TAM/QA) role exhibits solid leadership skills and ownership of expectations and deliverables required of the Technical Account Management team.  This candidate should have 3-4 years of proven quality assurance experience, as well as, experience in customer management and project coordination in a 24 x 7 operations environment.

USAN’s primary management tool is ServiceNow for projects, incidents and change management, so prior experience in this solution is desired.  An understanding of operations workflows, servers, networking, and telecommunications is a plus. This includes Call Centers, Interactive Voice Response and related components, as well as, configurations in cloud-based environments.

This candidate must be able to produce spreadsheets, presentations, and documents using MS Excel, MS PowerPoint, MS Visio, and MS Word. Also, the candidate should be customer-oriented with excellent verbal and written communication and presentation skills, as well as, have strong interpersonal and negotiating skills.

Finally, the candidate should exhibit the desire to take initiative, work independently, and be both adaptive and creative and have experience in establishing SLAs with a background in service delivery and service support processes.  This role requires the ability to develop, grow, and nurture positive relationships with designated customer organizations.   In summary, the TAM/QA will function in a leadership role within the TAM organization and be responsible for ensuring that customers’ expectations are met through close interaction with the customer, solid QA validation, and USAN support groups delivering their service.

The TAM/QA will be responsible for (but not limited to):

  • Functions as lead over the TAM/SDs
  • Developing, reviewing, and exercising quality assurance for all operations activities as well as all pre/post maintenance activities
  • Design and execute techniques to enhance productivity and efficiency and reduce risks
  • Ensure that systems, processes and methodologies, as specified, are followed to ensure effective monitoring, control, and support of service delivery
  • Respond to technical concerns and problems, ensuring smooth implementation and launch
  • Manage high-priority incidents, conduct after-action reviews, and implement remediation plans in cooperation with Operations and Production Support as part of the root cause analysis process towards the delivery of the formal RFO report for clients
  • Document technical requirements, schedules and client interactions
  • Directs and coordinates USAN project support activities (including resources) on behalf of customers; i.e. coordinates RFQ and Project-related tasks for customer
  • Addressing complaints and resolving problems with internal as well as external stakeholders
  • Drive continuous service improvement and cost reduction efforts
  • Manage high priority incidents, conduct after-action reviews/lessons-learned, and implement remediation plans
  • Create/Maintain Operations Support Process Documentation for all customers
  • Ensure Change Management compliance for both USAN and customer

Required Skills:

  •  Outstanding customer service skills and a dedication with a sense of purpose to the customer service experience
  • Possess a good work ethic in meeting assigned deliverables with an emphasis on high quality work
  • Excellent written and verbal communication skills in the English language (Spanish language a plus)
  • Ability to work well with cross-functional teams in a fast-paced, constantly changing environment in accordance with direction from management and senior colleagues
  • Ability to multitask and meet specific goals set by management
  • Experience with documenting procedures exhibiting strong organizational skills and attention to detail

 To perform this job successfully, an individual must be able to perform each duty at a high level of quality.

Education and Experience:

Four-year certificate/degree from a college or technical school; or five years’ experience in leading a team of Operations Support team members in client management and project coordination with an emphasis in Quality Assurance; i.e. Technical Account Management, Service Delivery Management, etc. ITIL Foundations Certification, Scrum Master Certification, AWS Certifications, ServiceNow experience is a plus.

Language Skills:

Ability to write reports, business correspondence, and procedures manuals/playbooks.   Ability to effectively present information and respond to questions from groups of managers, clients, and customers.  Spanish as a 2nd language (spoken/written) a plus.

 Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.   Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

To perform this job successfully, an individual should have knowledge of MS Excel, MS PowerPoint, and MS Word along with ServiceNow Project, Incident and Change experience

This job is located in Norcross, GA. reporting to the Director of Network and Service Management.  Normal business hours along with some after-hours/maintenance support are required.  Successfully fulfilling the duties of a TAM/QA, the candidate will demonstrate the ability to work independently, be a self-starter, and maintain a customer-centric focus.  These accomplishments will position this individual as a valuable resource not just within the Technical Account Management team but other areas of the growing USAN company.

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