About the RoleThe Technical Account Manager (TAM) sits at the intersection of client relationships, technical delivery, and internal project management. This role ensures that technical commitments made to clients are understood, tracked, and delivered on time - acting as the connective tissue between CXP's operations/IT teams and the client-facing account team.
Key Responsibilities Client-Facing - Participate in client meetings and calls as the technical point of contact, translating technical constraints and capabilities into clear, non-technical language for client stakeholders
- Own technical accuracy of client-facing deliverables (SOWs, integration specs, reporting requirements, SLA definitions)
- Field and triage client technical questions, escalating appropriately and following up with resolution
- Support client onboarding/implementation from a technical requirements standpoint
Internal Project Management - Manage internal project timelines related to client technical deliverables (system integrations, reporting builds, platform configuration changes, new program launches)
- Coordinate across IT, Operations, and Solutions Architecture teams to keep technical workstreams on schedule
- Maintain project trackers/status documentation and provide regular updates to Account Director and account team
- Identify and flag timeline risks early; drive mitigation plans
Technical Ownership - Understand CXP's core contact center and data systems (dialer/CRM, telephony, BI/reporting tools) well enough to speak credibly to both internal teams and clients
- Monitor that technical commitments (SLAs, data feeds, integration uptime, reporting cadence) are being met
- Document technical requirements and changes in a way that's usable by both engineering/IT and non-technical account staff
Qualifications - 3-5 years of experience in technical account management, implementation, solutions consulting, or technical project management - BPO, contact center, or healthcare payer/health plan services background strongly preferred
- Demonstrated ability to manage multiple concurrent projects/timelines with competing priorities
- Comfortable in client-facing settings; able to translate technical detail for non-technical audiences
- Working knowledge of contact center technology (dialers, CRM, call routing, IVR) and/or data/BI reporting platforms
- Experience with project tracking tools (Smartsheet, Jira, Asana, or similar)
- Strong written communication - this role produces client-facing documentation and internal status reporting
- Bachelor's degree or equivalent experience
What Success Looks Like (First 90 Days) - Fully ramped on CXP's technology stack and current client technical commitments
- Actively running point on at least one internal technical project workstream
- Attending client calls independently and handling routine technical questions without escalation
