The Technical Account Manager (TAM) acts as the trusted technical advisor and strategic partner between our clients and internal technology teams. You'll support clients across sales, onboarding, and operational phases-ensuring platform execution, technical escalation management, feedback loop closure, and proactive innovation aligned with client objectives.
Essential Duties & Responsibilities:
Client Relationship & Strategic AlignmentBe the primary technology liaison for assigned clients, bridging communication across Operations, delivery, and development.Shape and maintain a Technical Account Plan (TAP) aligned with SLAs, client roadmaps, and emerging tech.Join and present in Quarterly and Annual Business Reviews with clients, sharing insights, issues, and action plans.Serve as the dedicated point of contact and advocate for clients with internal IT and infrastructure leadership.Develop stakeholder engagement plans for all technical projects, including corrective action tracking and post-mortem reviews.Lead technical project delivery with transparent communication and milestone accountability.
Client-Driven Product Feedback Loop Act as the voice of the customer by capturing feedback and translating it into actionable inputs for product and engineering teams.Advocate for enhancements and roadmap prioritization based on real-world client use cases.
Sales & Implementation Support Engage during sales/discovery phases to provide technical specifications, feasibility, and solution structuringOwn technical onboarding: deliver system reviews, training, configuration validation, and transition into delivery.Some travel to our other sites in the Philippines for client visits, hands-on training, issue diagnosis, or onboarding support.Feedback & Technical Reporting Act as the conduit between clients and product/service teams.Capture customer feedback and escalate enhancements or roadmap changes.Create ad-hoc technical/status reports (uptime, issue trends, platform health).Solution Support & Thought LeadershipSupport technology solutions with internal innovation teams-covering cloud, contact center, automation, analytics and AI tools.Identify optimization opportunities and recommend upgrades or expansions.Operational Excellence & SupportMonitor SLA adherence, manage ticket flows, and ensure prompt high-severity issue resolution.Lead post-incident root cause analysis and transparent escalation communication.Drive shift-left strategies, knowledge-base improvements, and problem elimination. BPO-Specific ResponsibilitiesCollaborate closely with WFM, QA, Operations teams to integrate and support technical solutions.Support telephony, CRM, omnichannel platforms (e.g. Genesys, Five9, Zendesk).Uphold compliance in regulated environments (PCI-DSS, HIPAA, SOC2, ISO).Analyze system metrics (e.g. call drop rates, AHT impact) to derive business-relevant insights.
To qualify for this role you must…
Education & Experience
Bachelor's in IT, Engineering, Computer Science, or equivalent experience.3+ years in technical account management, project/product management, or related IT field.2-4 years in BPO or contact center environments with exposure to cloud-based technologies.Technical Skills
Expertise with Google Workspace, Microsoft Project, Word, Excel, Visio, PowerPoint.Knowledge-management tools (NotebookLM, Confluence, KCS frameworks).Familiarity across the tech stack: desktop, network, applications, CRM, telephony, cloud platforms.KPIs & Metrics: e.g. average incident resolution time, CSAT/NPS, SLA compliance, escalation rate reductionTechnology Stack: ServiceNow, Jira, AWS/Azure, Salesforce, Power BI, RPA tools, analytics platformsTraining & Development: Support for certifications (e.g., ITIL, PMP, cloud, automation, contact center vendor certs)Global Collaboration: Work effectively across offshore/onshore delivery teams and varying time zones.Customer Success Orientation: Emphasis on customer retention, upsell/cross-sell informed by technical deployment.Incident, Request, Problem & Knowledge Management
Oversee real-time monitoring of incident and service request queues with clear SLAs and escalation paths.Apply Knowledge-Centered Service (KCS) methodology to build, maintain, and improve the self-service knowledge base.Ensure compliance with structured escalation and corrective action workflows.Expanded Technical Expertise
Maintain working knowledge of IVR/call delivery systems, VoIP/SIP, PBX, networking, security protocols, cloud platforms, and data center management.Provide technical guidance across desktop standards, user account administration, and authentication workflows.Personal Traits
Excellent verbal and written communication, especially with global stakeholders.Analytical, detail-oriented, and proactive in issue resolution.Strong organizational, facilitation, presentation skills at executive level.What's in it for YOU
Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team!
Day 1 HMO Meal & Transportation Allowance Rice Subsidy Clothing Allowance 24/7 Teleconsult Free Psychologist Consultation In-house & Online Pharmacy Scholarship Program Retirement Fund Free Meal & Medicine (through Transcom’s Tap Card Rewards) Loyalty Incentives Accidental & Life Insurance Free Shuttle Service
What Life at Transcom is like
At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.
We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us