Technical Account Manager, EDI

In this role, you have the opportunity to

The purpose of the Technical Account Management job family is to monitor and manage the technical health and performance of a solution, provides proactive management of solution performance for assigned customer accounts, is a single coordination point for technical issue resolution and solution optimization, aimed at reducing technical support incidents. Role may manage multiple technical solutions. This job family is critical for the delivery of managed service solutions. This role is usually part of a customer success account team and engages with the customer post implementation, and depending on the solution, for the lifetime of the relationship with the customer. This role is also responsible for ensuring customer consumption of technical/IT services, software upgrades and the technology adoption



You are responsible for

- Serve as a single point of contact to ensure systems are healthy, up and running

- Provide regular updates on solution performance

- Track outstanding support issues & engage with customer support, as a customer advocate, to drive resolution/ensure speedy resolution of customer issues or engage with product management/3rd parties to prioritize defect resolution and system/product enhancements

- Build & maintain trusting post sale relationships with assigned customer accounts

- Conduct annual technical health checks, document and update unique site requirements & configuration, review change requests for completeness and compliance with support and customer requirements, and monitor storage utilization

- Advise customer on how to maximize the use of existing solution & optimize technical environment

- Proactively identify and mitigate the impacts of reconfigurations, upgrades or replacements of other customer systems

- Serve as the internal advocate for the customer, helping to drive support in order for the customer to achieve their business objectives.

- Assist customers in solving point-in-time technical challenges

- Act as a direct point of contact for the customer and account team to drive resolution of product and support issues and communicate within the organization to meet the customer's needs.

- Be familiar with & maintain documentation of assigned customers' environment and leverage this information to ensure overall system health & optimum performance

- Use technical understanding and customer facing skills to effectively represent Philips within a customer's environment

- Provide advocacy and tactical technical advice to help plan, maintain, expand and upgrade solutions using standard methodologies, and enthusiastically keep your customers' Philips environments operationally healthy