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Transcend the day-to-day work experience. Work inspired.

Technical Account Manager II

Location:

Macquarie Park - New South Wales - Australia

Function:

Professional Services and Consulting

Ref #:

201700590
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Corporate overview

You’re empowered when you’re a Kronite

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance — to live inspired. In fact, it’s expected! Whether you’re playing foosball in one of our game rooms, working up a healthy sweat in group fitness classes, or videoconferencing with Kronites thousands of miles away, you’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond.

 

Kronos is the global leader in workforce management solutions that enable organizations to control labor costs, minimize compliance risk, and improve workforce productivity. Tens of thousands of organizations in 100 countries – including more than half the Fortune 1000® - use Kronos time and attendance, scheduling, absence management, HR and payroll, hiring, and labor analytics applications.  Kronos customers include enterprises large and small across diverse industries worldwide including retail, hospitality, healthcare, manufacturing, public sector, services, and distribution.

 

Kronos is a privately held company and was founded in 1977. Headquartered in Chelmsford, Massachusetts, Kronos employs more than 5,000 people worldwide.

 

Kronos is an Equal Opportunity Employer.

Description

The Technical Account Manager (TAM) has Kronos specific product knowledge and becomes an extension of our Customer’s staff who manages the Kronos application, providing value to their organization by:
- Providing ongoing pro-active account management and technical support to large enterprise class customers as their dedicated but not exclusive Technical Account Manager.
- Deliver rapid problem resolution to maximize system availability and efficient business operations.
- Serving as our Customer’s internal Kronos advocate, representing our Customer’s interests so that their unique needs are met.
- Identify new business opportunities and/or projects to increase revenue.
- This position will require the TAM to participate in after hours on call schedule to be shared amongst the local Australian PLUS support team. Accountabilities and Key Result Areas Safe Working Practices  
- Ensure that all work is carried out in a safe manner and that a safe working environment is maintained at all times.
- Ensure that appropriate induction and Health & Safety training is undertaken regularly and that safe operating procedures and practices are adhered to at all times.
- Recommend changes to unsafe facilities, practices and equipment immediately they become necessary. Take action to advise Support Management or Human Resources Manager of any problem areas.
- Make recommendations and actively pursue solutions to problems and issues affecting employees and external authorised providers. Technical Support Effectiveness and Efficiency  
- Provide technical support to the assigned TAM accounts
- Provide proactive support by making the relevant people aware of critical issues the we encounter at other customer sites
- Act as the Customer’s prime advocate to Kronos Support to prioritise incidents and ensure there are clear and agreed action plans for any remedial action to normalise the situation.
- Host a copy of the customer database in house for testing
- Test patches and service packs before applying them
- Conduct a review of best practises as applicable to the customer environment
- Escalate issues that cannot be resolved locally in a timely manner. Account Management Effectiveness
- Provide advice on the on-going use and optimisation of the Kronos Application in the customer’s operational environment, including new Updates and Upgrades.
- Identify opportunities to increase Kronos revenue, e.g. Maintenance revenue; selling Kronos products and services, including consulting and training services.
- Represent Customer requests for future product enhancements within Kronos.
- Ensure Kronos is kept up to date re all relevant customer contacts.
- Ensure support services are delivered in line with the contracted Support Agreement, including where applicable:
- Where agreed contractually or otherwise, provide reporting of performance against the agreed Service Level Agreement (SLA). The information contained in these reports include but are not limited to, volume of cases(opened/closed), issues, response and resolution times with the assigned accounts.
- Identify, escalate and track to conclusion, instances where the SLA is not met. - Hold regular operational meetings with the Customer to monitor, track and resolve against the agreed SLA. This entails a weekly conference call with the customer’s Kronos team to review open support cases and ensure we have their agreement before closing any cases.
- Travel as required within Australia and potentially within the Asia/Pacific region to service customers. The role requires the ability to travel if required. Continuous Process Improvement Effectiveness
- Ensure that Kronos is made aware in a timely manner of any planned Customer events or any changes to the customer’s configuration that may impact Kronos’s ability to support the Customer.
- Develop an understanding of the Customer’s business practices and requirements and be knowledgeable of the Customer’s issues in the context of their operational environment.
- Ensure the Customer is aware of, plans for and implements Kronos software releases (e.g. Service Packs and Service Patches)                                                                                 

This Role Description is intended to describe the general nature and level of work being performed in this role and is not intended to be a complete statement of the role responsibilities.  Additional or revised responsibilities may be assigned by your manager as required bythe organisation.

Qualifications

- Minimum of 3 years of practical experience supporting or implementing Kronos Products such as Workforce Timekeeper, Data Collection Manager, Terminals.
- Experience with Workforce Scheduler and Analytics is a plus. - Minimum of 3 years of Customer Service experience, preferably a background in the enterprise software industry.
- Experience supporting the following technologies: - Client/server and/or Web Based technologies.
- Oracle and SQL relational databases management systems. 
- Adept at using Database monitoring tools such as TOAD, Quest Software, SQL Profiler
- Capable of analyzing performance related issues regarding the actual database configuration
- Excellent technical understanding of Operating Systems, networking technologies, software applications and communication protocols.
- Excellent oral and written communication skills.
- Experienced in Microsoft Word, Excel and PowerPoint.
- Valid driver’s license.
- Experience in Rostering, Payroll or related application/s is desired.
- Bachelor’s Degree in Computer Science or similar training is desired.  

Key Competencies:
- Excellent customer facing and communication skills.
- Excellent negotiation skills; able to find consensus and then able to drive all parties to complete actions by agreed dates.
- Intermediate Project Management Skills.
- Able to learn technical & application subject matter quickly.
- Able to very effectively liaise at all levels of an organisation.
- Well organised, flexible and able to manage many details in a medium to fast paced, time sensitive and team focused environment.
- Commercially aware. Ensure that Kronos and the Customer stay within their commercial arrangements.
- Calm and pragmatic.  

Indicative Measure of Results:   
- Identify all opportunities for increased revenue.
- Delivery of weekly status calls and associated reporting
- Delivery of all agreed (contractually or otherwise) customer reporting on schedule.
- Delivery of pro-active account management
- Customer satisfaction surveys assessed for each closed case and 6 monthly focused on TAM account management delivery of TAM performance with overall average target score of 9+ out of 10.  

Reporting Relationships and Key Interactions:    
- Internal Stakeholders
- ANZ Support Team, Global Support team, Sales & Pre-Sales, Services.  
-External Stakeholders  
- Customers

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.