Job Details

Technical Account Director (VENDOR)

London, United Kingdom
  • Employment Type: Direct Hire

Our client, an industry-leading e-discovery service provider, is seeking a Technical Account Director to join their team in London. The Technical Account Director will be responsible for working with the end client to understand cloud-based needs, usage and contractual obligations to maximize the value of the engagement. This person will also be responsible for discussing changing client needs and translating technical requirements to internal teams for implementation and integration. Candidates must be experienced in cloud-based solution implementation, have a passion for client-centric service and possess the technical acumen to understand complex technical requirements and discuss them with less technical individuals. Please send resumes to [email protected].

This is a key, client-facing role within our client’s cloud services organization. The TAD is the primary liaison between the customers and key cross functional areas in the organization (both technical and business) that achieve the client’s desired outcomes. A successful TAD will be able to help customers get the most value out of their contracted services while representing the voice of the customer to the business. The TAD responds in an immediate, professional and consultative manner to all requests and challenges posed by the client.

Primary Duties:

  • Leads the onboarding of new clients, technologies, and services with an effective program
  • Models and fosters on point front line communication with clients
  • Handles executive level reporting
  • Manages operational level communication and coordination
  • Provides best-practices advice by bringing the appropriate people from the business into discussions
  • Assumes ownership of client issues
  • Escalates issues to the appropriate internal teams
  • Tracks and drives issue resolution end to end
  • Monitors client satisfaction and identifies and drives client satisfaction improvement opportunities
  • Collects prompt and accurate feedback from clients
  • Coordinates efforts across the business in order to remove friction from the client experience
  • Documents processes for the client and ensure that best practices are being utilized
  • Advocates for clients while being a central point of escalation
    • For example: testing, audit, upgrades/downgrades, new capabilities
  • Understands the client environment and tech stack, as well as future workloads so that the technology is properly prepared and scaled for the client’s workload demand
  • Manages ongoing client capacity management review
  • Understands the client’s business and operational needs, and converts into innovative solutions to customer requirements
  • Regularly evaluates technologies and services
  • Identifies opportunities for upsell and service expansion
  • Works with the business and technology to lead coordination efforts as needed
  • Ensures clients are utilizing their services in the most effective and efficient manner, driving positive business outcomes for the client
  • Collaborates with the financial operations team to continuously optimize costs and profitability
  • Assists sales with feedback and quotes for services
  • Works with operational teams to ensure contractual SLAs are monitored and adhered to
  • Coordinates with traditional service delivery teams when required
  • Participates in Incident response/Event Management
  • Coordinate RCA’s and responses when necessary
  • Participates in regular business reviews internally and with the client
  • Coordinates maintenance and production environment changes with the client
  • Provides feedback to the business to address challenges or to improve product/service enhancements

Basic Qualifications:

  • Bachelor’s Degree in Computer Science, or related discipline required, or equivalent work experience
  • Experience in client faced technical roles at a service provider
  • Experience in executive level technical presentation and communication
  • Ability to think creatively and strategically in support of client demands

Preferred Qualifications:

  • External enterprise customer-facing experience
  • Technical skills and acumen
  • Strong oral and written communication skills, presenting to both large and small audiences
  • Experience in a 24x7 operational services or support environment
  • Experience with AWS or Azure services and/or other cloud offerings
  • Ability to travel 10-25% as needed

Interested in this job? Get in touch.

(Accepted file formats are PDF, DOC, DOCX, TXT, RTF and ZIP. File size maximum is 2 MB.)