Job Description
One of our largest telecom customers is looking for a part-time technical project/account manager to serve as a strategic technical advisor and primary client advocate, responsible for the overall success, adoption, support, and continuous improvement of Voice and Customer Experience (CX) solutions, including Mippbx, Webex Calling, and Webex Contact Center. Acting as the primary point of contact for technical escalations, the TAM provides leadership across all in-scope program components, develops customer success strategies aligned to business objectives, and partners closely with Customer Success Managers to execute the customer’s CX vision. The role involves building strong customer relationships through ongoing engagement, leading weekly operational reviews and quarterly business reviews, performing Unified Communications design and inventory assessments, documenting solutions and best practices, and delivering customer training to drive adoption. The TAM coordinates across internal support, engineering, project, and vendor teams to ensure seamless service delivery, monitors customer satisfaction and operational performance metrics, analyzes customer feedback to identify trends and improvement opportunities, provides regular executive-level reporting on progress and outcomes, and supports customer growth by identifying upsell and cross-sell opportunities that enhance ROI, customer lifetime value, and overall business success. The ideal candidate is strategic with a strong customer advocacy mindset, is a proactive problem-solver, and has exceptional communication & analytical skills.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
-Strong experience in technical project/account management, customer success, or a related technical advocacy role.
-Experience managing and optimizing CX platforms and solutions, specifically including WebEx Calling and Webex Contact Center.
-Familiarity with Mippbx and premise-based Unified Communications (UC) applications.
-Experience managing complex technical escalations and coordinating with cross-functional technical/network engineering teams.
-Proven ability to deliver structured reporting, lead technical reviews, and present strategic recommendations to stakeholders.
Nice to Have Skills & Experience
-Deep understanding of broader network support structures, Managed Network Services, and third-party vendor integration.
-Experience designing and conducting formal customer training sessions on enterprise technology platforms.
-A proven track record of identifying and driving upsell or cross-sell opportunities within existing enterprise accounts.
-Advanced experience tracking, analyzing, and improving specific business outcome metrics such as Customer Churn Rate, ROI, and Customer Lifetime Value (CLTV).
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.