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Opportunity Lost to Technology Inaccessibility!

February 3, 2005 • Darrell Shandrow Hilliker


I have recently learned of an exciting opportunity for promotion within my current employer. It is exactly the kind of interesting, rewarding, prestigious position I have always hoped to have the honor of filling. I haven’t submitted a resume. Why not? You ask? The answer is one simple word: INACCESSIBILITY! The customer’s “high interactivity” implementation of Siebel is completely useless to JAWS in its current form and their IT department has made the decision not to spend the insignificant amount of effort needed to make the necessary changes that would make a “standard interactivity” Siebel implementation available and accessible to me. Since we are doing business on an outsourcing basis with this customer, I am in absolutely no position to exert any pressure on our customer to make these changes. I am 100 percent confident that, were it not for this inaccessibility issue, I would hold a position as a level 3 engineer by this time.


POSITION SUMMARY:


A Technical Account Manager (TAM) is a Support Engineer dedicated to premier customers and partners with the key responsibility to deliver proactive and reactive technical support and customer service. The TAM manages all aspects of the post sales customer relationship, serving as the “Voice of the Customer” between the customer and all technical and operational areas. TAMS must be familiar with specific customer business and technical environments, and deliver 3rd tier support to technical contacts at the named enterprise accounts. TAMS are required to develop and maintain positive relationships through prolonged contacts with the customer and the assigned technical contacts.


The TAM is required to work proactively to identify, recommend and assure timely delivery of services and resolve customer issues through company and customer defined escalation processes. TAMS are responsible for working with their customers to integrate processes, troubleshoot and resolve issues, and communicate proactively on all active account issues. TAMs are accountable to schedule and run meetings as needed, update contacts on technical developments, complete Post Mortems on issues, and hold quarterly account reviews.


TAMs may be required to travel to some customer sites, if needed.


DUTIES AND RESPONSIBILITIES:

  • Deliver 3rd tier support to assigned enterprise accounts.
  • Serve as the single point of contact for all issues for assigned accounts.
  • Provide training to client as appropriate on new releases, updates, etc.
  • Document and record Case issues in Siebel.
  • Manage escalation of issues for assigned accounts.
  • Maintain current product knowledge and make appropriate recommendations to assigned customers.
  • Provide proactive and reactive communication with assigned accounts, including case updates, Service Bulletins, Patch notifications, and general updates that might have an effect on the customer’s ability to perform their business smoothly with the supported devices.
  • Develop and maintain positive relationships with named technical contacts at each assigned account.
  • Communicate proactively with Management to alert them on issues or potential for issues that would adversely impact the account.
  • Generate reports on a periodic basis, monthly, and quarterly to show case activity, history, trends, and product areas that need to be addressed.
  • Record all technical issues in detail in Siebel.


Many in the blind community wonder why I make such a big deal about the need for accessible technology. I hope I have now provided an example of the answer to the remaining skeptics. As always, comments are welcome!

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