cxLoyalty Technical Account Manager requires

Job Description

Essential Functions and Responsibilities: Work with clients and internal stakeholders to identify, clarify and capture complex business requirements. Technical Account Managers are expected to have highly developed skills for discerning core functionality requirements. Devise application program solutions based on business problems. The designs include requirements documentation, graphical representations, and presentations that describe the desired solution or product feature. Documentation will include volume and usage estimates, user interface design concepts, error handling strategies, data flow designs, and specific, testable functional requirements. Perform analyses of solution options, research alternative solutions and deliver proposals with recommendations to key stakeholders. Manage the project scope and client expectations throughout the project lifecycle. Manage the technical priorities and lead the change management processes and the facilitation of the change request viability discussions. Work with the technical design teams (from all disciples) to refine technical functional solutions based on the features, architecture and constraints of the relevant platforms. Communicate with the business community on technical design options and costs. Perform defined on-call responsibilities during platform incidents that affect cxLoyalty clients. Lead design discussions with clients and internal resources to elicit and capture requirements and create working solutions. Accountable for effectiveness, quality, and timeliness of solutions and designs for projects of all complexities. Consult with the business at the highest technical level on all phases of Application Development lifecycle. Conduct pre-sales assessment and proposed solution activities with prospective clients. Work with technology teams to obtain estimates to provide to the client, Sales and Product teams, caring for business goals while understanding design constraints, and system capabilities. Review the functional design documentation of other analysts to ensure project consistency and successful delivery. Can lead the review of partner or client documentation to ensure integration cohesiveness. Responsible for initiating and stewarding a project plan throughout the project lifecycle and communicating the project milestones and deadlines to the client, project teams, IT management team and project stakeholders. Conduct issue triage and escalation as it relates to technical issues for a client or project. Manage and communicate expectations for delivery across external clients, partners, and internal customers. Act as post-launch Subject Matter Expert for internal and external contacts. Act as a steward for client queue management and prioritization of client requests and projects. Cultivate relationships with clients to manage ongoing and future projects. Acquire knowledge of business processes, business objectives and applications of the client program. Gather in-depth product knowledge and functional application knowledge of cxLoyalty products and use this knowledge to administer the client program. The role may require limited travel. Requires the detailed understanding of the specific Service Levels contracted with the client. Requires ability to proactively manage, publish and discuss the Service Level performance and compliance with the client. Can routinely manage and publish the cxLoyalty release calendar and discuss relevant events and release statuses with the client. May require off hours client support when needed due to system outages or specific client requests. May be required to participate in client incident discussion forums when requested and responsible for delivery of the root cause analysis on client impacting incidents. Required Skills and Abilities: Bachelor s degree in Business, Computer Science, MIS or equivalent experience. Strong relationship management skills with the ability to act as a single point of contact for clients on business and technical related matters. 5 years of client program account management. 5 years of technical experience in system analysis and/or application program development. Highly developed skills for discerning wants from needs, and core functionality. Understanding of various development methodology concepts. Ability to understand the client areas functions and systems. Excellent verbal and written communication skills to communicate effectively with all levels within the organization. Demonstrated ability to handle multiple projects simultaneously. Demonstrated ability to understand web design standards (i.e. use-ability, user flow, design efficiencies, etc.) Preferred Skills and Abilities: Proven delivery of medium to large scale projects with varying degrees of complexity. Preferred knowledge of the travel industry and its supporting technologies. Demonstrated understanding of data modeling techniques and concepts. Requires ability to understand the client areas functions and systems. Demonstrated ability to understand and recommend implementation strategies and solutions for cxLoyalty architecture to meet client s needs.,

Keyskills :
project managementaccount managementdeliveryproduct managementslaroot cause analysisuser interface designhandle multiple projectsdata flowroot causeit managementdata modeling