Technical Account Manager
3 weeks ago
Job Description
Service Delivery at Trainline Partner Solutions TPS
Trainline works with a variety of international partners to serve customers in the rail and coach industry In short the Service Delivery team are responsible for onboarding new partners to the Trainline platform expertly and efficiently whilst also ensuring that any issue arising out of the day today running of the business including incidentproblem and change management is handled to a world class standard
Purpose of the Role
As part of the Service Delivery TAM Team you will be working for a longterm period with several assigned and strategic customers The activities performed are all aligned with a single purpose to help our customers achieve their desired outcomes through TPS Guidance and Solutions By helping our customers we drive the consumption of our servicesYou will exude confidence and passion for the Trainline and the Customer business You will develop amp; maintain deep technical knowledge amp; skills for TPS solutions as well as understanding the wider Trainline modelThree months after engaging with your customers you will be able to articulate their long and shortterm goals and how they connect to the bigger picture of their business identifying the gaps that need to be resolved and working on a structured engagement plan with the customer You will establish a longterm relationship and partner with your customers to accelerate their desired outcomes through best practice guidance that enables rapid expansion of featuresets and marketsYou will educate your customers on Product Roadmaps and Carrier Processes and feature developments and align to their own roadmapsWithin 12 months from your joining date you will be able to present your achievements in relation to revenue and market shareYou will serve as an advocate for your customers providing clear and constructive product feedback to Product Teams based on customer usecases and requirementsYou will act as an escalation point for service failures both internally and for our customers ensuring that our Service Levels are always achieved and removing service credit risk and enhancing the reputation of TPSKey Responsibilities
The number of customers will vary depending on the tiering of the customer You will also be collaborating with the broader TPS Distribution and IT Solutions Account teams as well as Product and Engineering specialists whilst performing the following:
Leverage a TAM playbook delivery kits and tools which you will use to help guide your customer through the following activities:Deliver roadmaps amp; assessments that provide next step and outcomefocused plansProvide Solution Guidance amp; industry best practices review to identify means of expansionOptimize Operations to confirm activities are aligned with stated technology goals amp; prioritiesProvide Industry insights to benchmark and optimize workflow efficiency gains within customer architecture to boost customer propositionYou will use your organizational and planning skills to keep track of your customers plans adjusting as needed and driving them to completionYou will help TPS to create customers for life by collaborating with our Customer Success Service Delivery Product and Engineering teams all to make sure that we drive outcomefocused value to our customersYou will also contribute back to the internal TAM community of likeminded experts sharing the experiences that you gain by working with your customerss while also learning from your peersYou will oversee and manage all customer escalations as well as preempting on incidents and service requests and major developmentsManage Client Reporting and Governance across all aspects of engagement to include performance and SLA metricsQualificationsMinimum of 5 years of experience in the Travel and Rail IndustryAGILE PM Foundation or similiarExperience working within an Agile Development amp; Support structureAble to operate effectively in a highly dynamic environment with multiple concurrent initiatives and adapt plans to accommodate changing business prioritiesKnowledge of API integrations and White Label solutionsEffective communicator able to gain entrusted stakeholdersSome requirement to travel to other Trainline locationsFluent in English and French an advantage Knowledge of Italian or German also aplus-
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