Technical Account Manager

Job Details

Job Location

Virtual - BIRMINGHAM, AL

Remote Type

Fully Remote

Position Type

Full Time

Travel Percentage

Negligible

Job Shift

Day

Description

ADTRAV Travel Management, founded in 1977, has over four decades of experience in managing corporate, government, vacation, group, meetings, and incentive travel programs across the United States. We have experienced steady growth throughout our history and are currently ranked as one of the top business travel management companies in the country.

The Technical Account Manager position is a key role, connecting our Global Account Managers and clients in a positive light with our technology teams. This role will provide technical expertise to our top accounts on a regular basis, establishing and growing the relationship. This position will be responsible for managing technology tickets throughout the workflow to ensure questions are answered, actions are followed up on and requests are clear. This role will work very closely with the RezDesk Product Manager, thinking critically through proposed solutions and best practices communicated to clients.

Essential Duties and Responsibilities include the following:

• Understand ADTRAV products, systems, and processes to assist clients and be able to communicate best practices.
• Attend regular client meetings for top technology accounts.
• Coordinate communications on projects between client and internal resources.
• Manage Jira ticket workflows to ensure tickets are actioned according to Service Level Agreements.
• Create Jira tickets for internal stakeholders.
• Answer internal questions related to delivery on applicable tickets.
• Research and support technology objectives.
• Promote technology solutions as appropriate.
• Provide routine updates on open technology items.
• Increase profitability of ADTRAV accounts by promotion of additional products and services.
• Participate in implementation meetings for assigned accounts.
• Schedule routine meetings with Account Managers and operations to discuss accounts.
• Review client cautions, technology bugs, and program changes.
• Anchor client relations with a dedicated focus on contract performance and reporting.
• Facilitate configuration discussions by engaging other technology resources as necessary.
• Report concerns and pain points of clients and identify areas of opportunity for enhancements; engage BA resources as needed.
• Conduct client demos of current products.
• Become an expert in ADTRAV's industry and customer base.
• Represent ADTRAV by embracing the company values and maintaining effective working relationships with employees, partners, vendors, and clients.
• Adhere to company policies and procedures.

• Other duties as assigned.

Qualifications

Qualifications:

• Bachelor's degree in business or related field, or equivalent experience required.
• At least 2 years of professional experience in technology industry, including working with web-based applications.
• Experience in the travel industry with technologies, including GDS systems and booking tools strongly preferred.
• Experience with Jira or other ticketing system required.
• Experience with Microsoft Office suite (Word, Excel, PPT).
• Excellent English written and verbal communication skills.
• Strong analytical and critical thinking skills.
• Strong attention to details with emphasis on accuracy and quality.
• Highly self-motivated and able to prioritize and manage multiple tasks with varying deadlines.
• Excellent time-management and organizational skills.
• Ability to communicate ideas and concepts clearly and concisely, while also being open to receive feedback and direction as needed.
• Able to present a professional and positive demeanor with internal and external customers/clients and work cooperatively.
• Ability to work remotely and meet the company home-office requirements.
• Able to maintain confidentiality of company and client information.
• Able to successfully pass a credit, criminal, and/or employment reference background check.