Technical Account Manager

8x8, Inc. (NASDAQ: EGHT) believes that CX limits were meant to be shattered. We connect people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration.

We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. With one platform, one ecosystem, and one data model, you can turn every team into a customer-facing team and unify your CX to conquer the complexity. 

As an organization, we are looking for Team8s who are AI-proficient, open to innovation, and skilled in leveraging AI for efficiency and growth.

Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.

Description

The Technical Account Managers (TAM) primary role is to be a trusted technical advisor for 8x8 XCaaS strategic customers. The TAM ensures customers are wildly successful with all facets of the 8x8 XCaaS solution regardless of the customers size and complexity. The TAM works directly with the customers during all post sales phases of the customers life cycle and during that time builds deep professional relationships through the customers organization. The TAM is a leader in the company, they are trusted with the largest and most complex 8x8 accounts. They possess a positive “can do '' demeanor and are highly motivated to ensure their customers' success.  

The TAM will also be part of the Premium Plus Support team that will provide essential technical services to 8x8 XCaaS strategic customers.

Success in this role requires the ability to understand a customer’s complex business needs and drivers then formulate a strategic solution to these requirements. The TAMs will be charged with driving to resolution complex technical problems that will often require cross functional engagements while ensuring a positive customer experience.  

Responsibilities

Strategic Technical Advisor – You will be required to evaluate a customer’s current business communication strategies and current business needs/drivers then provide guidance on how best the customers can leverage the 8x8 XCaaS solution. This requires a deep level of industry knowledge as well a comprehensive understanding of the 8x8 XCaaS product portfolio, solution features and uses. You will be tasked with making the appropriate strategic recommendations and ensuring the current solution architecture is designed appropriately to support the needed enhancements, business requirements, and drivers. You will own the end-to-end success and adoption of the 8x8 XCaaS solution being delivered.

Tactical Engagements – You will be tasked with being the champion for 8x8 XCaaS product issues ensuring timely resolutions as well as implementation of the required resolution. You will manage customer crises with the 8x8 XCaaS solution ensuring all parties are engaged and informed. You will drive resolution, drive assigned actions and work cross functionally as needed. You will be expected to do deep technical troubleshooting as needed to assist in resolving product issues.

Account Management – You may be tasked with conducting recurring calls with customers, participating in business reviews, and conducting site visits. You will work to build deep professional relationships with the customers staff from the “C” level down to the IT/Telecom team. You may also be required to provide high level project management, ensuring all required steps with the 8x8 XCaaS solution are being executed as outlined.

Knowledge Building/Mentoring – You will be expected to provide technical consulting and training to both the customers IT staff as well as cross functional teams. This mentoring/training will be based on the 8x8 XCaaS products and industry knowledge as it applies to 8x8 XCaaS solutions. You will also provide ad-hoc technical mentoring to drive XCaaS growth, retention and adoption.  

Technical Consulting Service Delivery – You will be required to deliver services to 8x8 XCaaS strategic customers. These services will provide technical consultation with prescribed engagement models and defined deliverables. These services will be primarily delivered remotely with the occasional onsite customer visit.  

Key Attributes

• Customer Centric – Customer comes first

• Very Technical - Nerd at heart

• Independent – Little to no supervision required for success

• Self-motivated – Wants to be the “Go to Person”

• Comfortable in Stressful situations 

• Strong diagnostic acumen

• Communicates well written and verbally – Create training, public speaking, ability to tailor messaging based on audience 

• Multitasker – Manage multiple accounts and project simultaneously 

• Team player - work with cross functional team to final resolution

Required Work Experience

• 5+ years directly supporting, designing, implementing VOIP or SaaS solutions

• 5+ years directly interfacing with customer 

• 5+ years conducting diagnostics support of technical solutions (VOIP, SaaS, Network Applications)

• 5+ years deploying or managing data networks or network applications

Desired Experience and Education 

• Supporting SaaS or UCaaS solutions 

• Supporting and/or administering a Contact Center application/CCaaS

• Previous experience supporting real time applications such as Voice and Video

• Cisco certifications such as CCNA, CCNP, CCIE

• 8x8 platform support and or deployment 

Travel

Up to 25%

The compensation range reflects the Company’s good faith belief at the time of posting. 8x8 has different base pay ranges for different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets. The range above reflects the potential base pay across the U.S. for this role; the applicable base pay range will depend on what ultimately is determined to be the candidate’s primary work location. Further, individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience, knowledge, success, education and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time. Certain roles are eligible for additional rewards, including discretionary merit increases, bonus and/or stock. Certain roles have the opportunity to earn sales variable compensation incentives based on the terms of the plan and the employee’s role.

Salary Ranges:

$74,250.00 - $123,750.00

8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.

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