Manager, Technical Account Management - 5138

Description:Responsibilities*Client and customer cares Single Point of Contact for all issues related to the Excelergy & IT *Conduct Weekly Client incident status meetings*Responsible for documenting and communicating to client any system outage or SLA incident report*Maintain Client Issues Log (Pragmatic and AHD) ensuring that Alliance responds to all client questions/inquiries (includes creating new incidents and updating status)*Work with Client and CE to Set Priorities of incidents and work requests*Work with Client and PMO to differentiate incidents and change requests*Work with CE, Production Support, and PMO/Finance for tracking Billable Hours*Use the System to Research/Resolve Issues*Proactively monitor System Reports, Logs, etc. to identify and resolve issues*Produce Application Scorecards measuring business performance*Perform Application Administration functions (Statement message set-up, product and pricing maintenance, system parameter maintenance, etc.)*Assist in management of resolving incidents through the following:*Understand the detail task level assignments*Maintain awareness of the progress of these tasks compared to the plan*Identify issues that need to be resolved, ensure that actions are taken to address issues*Track and respond to client requests. Ensure Alliance addresses all client inquiries in a timely manner.*Help identify any enhancement/improvement opportunities (functional or procedural)About the OpportunityThe Technical Account Manager (TAM) will be the clients system operation advocate. The TAM will be the single point of contact for all system operation and performance issues. They will be responsible for determining whether issues need to be Incident tickets, Change Control, etc. If possible, this person will answer questions and resolve issues without involving development or support. This person will serve as the application administrator maintaining parameters, reviewing system performance, etc. The TAM will need to work with the CE, Business Analysts, Development Managers, PMO and Customer Care as needed. The TAM will work with PS and PMO to gather USD billable information for reporting to CE (accounts on file, billable hours, etc.).Qualifications:Required Attributes*Strong verbal and written communication skills*Organized and effective in time management; able to multi-task*Responsive with good sense of urgency*Experience in use billing systems and/or CIS/CRM applications*Business analytical skills (data trending, requirements gathering, etc.)*Ability to write SQL and ad hoc data miningDesired attributes*Experience working on BPO outsourcing or Consulting projects*Basic understanding of hardware, network preferred*Basic understanding of customer care operations preferred*Project Management experience*MS Project experienceNice to have attributes*Knowledge of ERCOT or any Deregulated Utility experience*Excelergy experience or any Commercial Utility CIS (SAP, SPL, Peasce,, Banner, etc.)Salary/Benefits: Salary commensurate with experienceAlliance Data offers a competitive salary, a comprehensive selection of benefit options including 401(k).Job Location: Dallas, TXJob Number: 2850Company Profile:About UsAlliance Data (NYSE: ADS) is a leading provider of marketing, loyalty and transaction services, managing over 120 million consumer relationships for some of North America's most recognizable companies. Using transaction-rich data, Alliance Data creates and manages customized solutions that change consumer behavior and that enable its clients to create and enhance customer loyalty to build stronger, mutually beneficial relationships with their customers. Headquartered in Dallas, Alliance Data employs over 9,000 associates at more than 60 locations worldwide. Alliance Data's brands include AIR MILES, North America's premier coalition loyalty program, and Epsilon, a leading provider of multi-channel, data-driven technologies and marketing services. For more information about the company, visit its web site, www.AllianceData.com About Our TeamAlliance Data Utility Services is the leading provider of integrated billing and customer care solutions to the regulated, deregulated and municipal utility markets, supporting millions of end-use customers. With over 50 utility clients, Alliance Data has a history of providing measurable business results and financial benefits through proven processes and methodologies. JOB TITLE: Manager, Technical Account Management - 5138 LOCATION: US-TX-Dallas JOB CATEGORY: Energy/Utilities REFERENCE CODE: 2850