Technical Account Manager

Technical Account Manager

Title: Technical Account Manager
Location: United States-New York-Syracuse
Other Locations:
The Technical Account Manager (TAM) operates as the key customer-facing Philips SCS resource for EII and CAI, with the primary responsibility of managing the relationships with assigned customers to drive 100% satisfaction through a wide variety of activities. Additionally, the TAM is 'the Voice of the Customer' back into Philips. The Technical Account Manager will typically be assigned to 15-20 Primary, Secondary and Tertiary-level customers having either the EII or CAI products

The key functional activities the TAM is responsible to the customer and Philips for, are:

Relationship Management:
The TAM will act as the customer liaison into Philips to manage requests for products or services, escalations, product feature requests, product defect reporting.

The TAM must develop a detailed understanding of the processes within the Philips EII and CAI business financial models, organizational models, and service models.

Displays cultural and political sensitivity as well as the ability to analyze complex situations in order to determine the influences and outcomes of individual decisions and the perception of the ongoing relationship held by the customer.

The TAM is responsible for maintaining the customer relationship at all levels within their assigned customers, from CxO level to System Administrators, Physicians, Clinicians, and administrative and financial staff.

The TAM will be responsible for coordinating and hosting meetings between Philips and customer senior leadership either at the customer's facility or a Philips location.

The TAM will ensure Philips SCS activities and resources are engaged to ensure 100% customer satisfaction, and will follow an escalation procedure if customer satisfaction is at risk

Project Management :
The TAM can be responsible for managing a wide variety of potential sustaining customer projects. These projects can include, but are not limited to:
* EII Software Upgrades and Implementations
* Virtual Compute Environment (VCE)
* Customer expansions
* HL7 additions/changes
* Networking
* Hardware Refresh/Additions
* Integration of Philips and 3rdparty applications into the existing system.

Issues Management:
The TAM is the key Philips SCS resource, in conjunction with EII and CAI Technical Support, for ensuring customer product issues are being addressed.

The TAM will track the key issues identified by the customer contact at assigned Primary customers. The TAM will also directly assist the customer and the required internal Philips resources in the resolution of those key issues.

The TAM will ensure communication regarding support ticket aging for assigned customers, is communicated to Technical Support and management on a regular basis to ensure customers satisfaction is maintained.

The TAM will act as the customer point of escalation for product support issues, engaging Technical Support management to plan and address those areas of concern, and to develop planning to address them.

The TAM will act as the point of communication to the customer for plans and updates related to escalated issues.

The TAM demonstrates leadership and communication skills, as well as the ability to understand and leverage team dynamics to provide the best service for internal and external customers across the EII and CAI businesses.

The TAM will ensure a full understanding and accounting of issues at the point of transition from Implementations. The TAM will update the EII and CAI Technical Support groups with this information to ensure these issues are promptly addressed

Information Management:
The TAM will act as the key point of contact to deliver customer system, relationship and strategic planning information back into the business to assist in new product or service development activities.
The TAM will provide Executive Summary level information about their assigned customers to Philips senior leadership prior to customer meetings, identifying key customer resources, open issues, status of the relationship, current and past escalations, and project updates.

The TAM will be the primary point of customer contact within EII and CAI for Philips, tasked with conveying information ranging from Philips high level customer initiatives, new and existing hardware/software/service information, billing and financial information and requests, to support-related information.

Systems Management:
The TAM is responsible for maintaining customer information within Goldmine, OneCRM and other customer information systems.

The TAM will create and assign customer accounts within the Customer Portal

The TAM will work with Philips Billing and the customer to validate customer information and help resolve outstanding billing issues.

Key Areas of Responsibility:
· Represent Philips and SCS to the highest levels of customer organizations on a wide range of potential Philips initiatives and issues.
· Act as 'the Voice of the Customer' into Philips
· Responsible for ensuring 100% customer satisfaction for assigned EII and/or CAI customers.
· Act as Project Manager for sustaining projects
· Ensures all project deliverables are implemented in accordance with order/contract/Statement of work.
· Resolve EII and/or CAI implementation issues with customers and team.
· Responsible to join the Service Desk meetings in support of their assigned customers on a weekly basis.
· Responsible to following escalation procedures when necessary to ensure 100% customer satisfaction
· Participate in the development and continual improvement of TAM processes and tools.
· Effectively manage commitments and expectations to ensure 100% customer satisfaction
· Host regularly scheduled customer calls and meetings for all assigned Primary customers.
· Maintain high quality oral and written communications with internal and external customers
· Schedule and host meetings with customers and Philips resources
· Work closely with Sales to help drive customer contract renewals, and expansions within the assigned region
· Work closely with technical support resources from EII and CAI to deliver outstanding customer support for assigned customers.
· Work closely with EII and CAI Customer Training to help schedule classroom and field-based training to assigned customers.
· Maintain accurate customer profiling information within Philips CRM tool
· Assist with other Philips initiatives for assigned customers (i.e. Insight program, Users Group, etc)
Work with internal Philips business groups to assist in those customer interactions

Philips is an Equal Opportunity Employernull