Job Description

Responsibilities The TAM works closely with following to perform the associated functions. Customer Provide technical support to customers before and after-sales. Evaluate customer needs to suggest upgrades or additional features. Train customers to use their products. Answer product-related queries in a timely manner. Maintain customer relationships and ensure customer satisfaction by Monitoring customer satisfaction with FSI’s products, projects, and services. Obtaining responses to the questionnaire from various customer contacts/users. Obtaining separate responses for maintenance or customer support projects. Submitting customer responses to questionnaire continually and timely to the Operational Excellence Team. Acting on the positive, negative, or passive feedback received. Ensure deliveries arrive on time and in a good condition. Track account metrics, such as tickets raised vs. fixed, customer satisfaction scores, and monitor Jira ticket progress towards resolution/completion. Serve as the FSI Point of Contact for the Customer Serve as the FSI Escalation Point for the Customer Conduct regular technical meetings with the customer to discuss their needs, challenges, and support Quarterly Business Reviews as appropriate. Maintain a consistent comprehensive understanding and status of all FSI activities for the Customer Serve as product functionality and usage expert in conjunction with the Product Owners Review and triage customer change requests, working with solution management and sales to ensure that they are aligned with the customer's needs and the company's priorities. Prioritize Customer requests Pre-Sales Serve as the estimate owner and facilitator for Rough Orders of Magnitude (ROM) presented to the Customers Conduct Customer demos Support pre-sales in defining business requirements in the form of features. Project Managers Serve as a member of project blueprints, i.e., project definition, design and planning phase Support project managers in defining business requirements in the form of features. Provide UAT oversight by sharing and explaining features and test procedures, labeling tickets, and working with teams to resolve any issues. Maintain consistent awareness of customer engagement Monitor project status board and project KPIs, especially as it reaches turnover to MX. Review and approve change request tickets related to budget, schedule or scope changes Final approval for any change requests that impact project P&L Help PMO identify corrective actions to address areas of concern, especially as it relates to customer impact. Solution Manager Define business requirements in the form of epics or features for internal investments Provide support for Solutions Management in prioritizing internal investments. Represent the Customer ranking to the Solution Manager Share product roadmap requests with Solution Manage Understand and support the product roadmap to the Customer Work with Solution Management to define business requirements for small (< 80 hour of effort) features Sales Inform Sales of leads and opportunities Keep Sales informed of Customer related issues Maintain a consistent comprehensive understanding and status of all FSI activities for Sales Product Owner Provide support to product owners to understand business requirements. Define business requirements in the form of epics or features, from which Product Owners will create User Stories and Acceptance Criteria. Maintenance Rank Customer maintenance tickets Other Participate in the Change Review Board (CRB) as needed. Notify the Operational Excellence Team of the actions taken based on the feedback received in the questionnaires. Understand and adhere to all requirements of the Quality Management System and the Information Security Management System.