Technical Account Manager

Want to be part of a community that focuses on work-life balance, provides competitive salary and fantastic opportunities?

The Backroom Offshoring Inc. is a KPO company experiencing strong dynamic growth and we want you to be part of it!
Located at One West Aeropark in Clark Pampanga, a world-class building with top facilities, a conducive work environment is guaranteed!

Role Purpose:

  • Ensure that all Managed Services customers team activities are consistent with and supportive of the business plan.
  • Serve as a vital link between the customer (software labs) and Managed Services team.
  • Provide high level of interaction with customers (software labs).

Key Result Areas

  • Relationship Management
    • Provide strong leadership and support to the managed services team to ensure business objectives are understood and met.
    • Demonstrate strong communication skills in daily activities.
    • Become the localization/globalisation “de facto” consultant for the customer.
  • Business Performance
    • Setup efficient and positive management customer interactions via Slack or other channels with customer.
    • Coordination and prioritisation with the Managed Services team to ensure customer satisfaction.
  • Self-Development
    • Keeping up to date in industry and professional knowledge in relation with software Globalisation/Localisation processes.
    • Continuously developed personal and professional skills.
  • Health & Safety
    • The Company is not exposed to unnecessary risk or costs associated with non-compliance.
    • Maintain a safe, organised, and neat work area.

Duties & Responsibilities

  • Support implementation of Managed Services within the IBM Lab framework
  1. Onboard labs for TR & ICT Management
  2. Slack channel management / Communication framework
  3. Customer support for Labs
  4. Selling and monitor SWDIS project (Globalization Consulting project)
  • Support implementation of Managed Services within Kyndryl lab framework
  1. TR & ICT Management
  2. AVT & GB18030 Certification
  3. SWDIS project implementation
  • Support implementation of Managed Services with other potential customers
  1. Onboard software labs for TR & ICT Management
  2. Communication framework
  3. Customer support for Labs
  4. Selling SWDIS project implementation
  • Together with Managed Services Team Lead
  1. Standardisation of the TR/ICT management process for IBM/Kyndryl and other potential customers
  2. Automation of the TR/ICR management process for IBM/Kyndryl and other potential customers.
  • Together with the Account Team (IBM, Kyndryl, etc.)
  1. Maximise TR & ICT revenue translation flows
  2. Implementation of the SWDIS strategy

Major Challenges:

  • Managing customer relationship with across several time zones.
  • Ability to provide advice and guidance to customers not only in technical terms but also in localisation/globalisation processes.

Skills & Qualifications:

  • Bachelor’s degree in a relevant technical field (Computer Science, Software Engineering, or related discipline) or equivalent verifiable experience.
  • Understanding of software development, infrastructure, cloud services, databases, and/or related technologies.
  • Solid understanding of software development methodologies and best practices, including Agile/Scrum, Waterfall, and DevOps practices.
  • Strong problem-solving and analytical skills, assessing complex situations and providing effective solutions.
  • Exceptional communication skills, with the ability to convey technical concepts to non-technical stakeholders and collaborate with diverse teams.
  • Familiarity with project management principles, tools, and techniques is desirable.
  • Project management certifications (e.g., PMP, PRINCE2, Agile certifications) are a also a plus.

Work Flexibility:
Work from home setup

Work Schedule:
10:00am to 6:30pm PH time

NOTE: This position is exclusively open to Philippine citizens currently living in the Philippines. While remote work offers flexibility, please note that this role requires adherence to local regulations, making it suitable only for those based in the Philippines. We appreciate your understanding and look forward to receiving applications from qualified candidates who meet these criteria.

Core Perks and Benefits:
HMO on your first day + Free coverage for 2 dependents on your 2nd year
Government-mandated benefits
20 Annual Leave Credits
13th-month pay
Birthday Leave
Bereavement Leave

Additional benefits/perks to all employees:
Onboarding training
Performance-based salary increase
Discretionary incentives based on client or individual performance
Monthly employee engagement
Birthday Gift
Weekly treats
Christmas Hamper
Anniversary Gift
Opportunity to travel

Know someone who’d be perfect for this role? Refer them to us through the link below and get rewarded via Gcash for every successful hire:
https://rb.gy/u35c6

  • Grad trainees, junior, entry-level, and admin positions: PHP 3,000
  • Intermediate positions: PHP 5,000
  • Senior and hard-to-fill positions: PHP 8,000

Send them our way, and let’s win together!

Check our website to see more:
https://thebackroomop.com/
And our Facebook page if you want more:
https://www.facebook.com/TheBackRoomOP
And here’s the link to our Glassdoor page, where you can see what our team members have to say about us:
https://www.glassdoor.com/Reviews/The-Back-Room-Philippines-Reviews-E3846636.htm
Get the word out!

By submitting your application, you grant us permission to retain all your application data, including Personally Identifiable Information (PII), for recruitment purposes. We will retain this information for as long as there is a legitimate business purpose or a legal requirement to do so.