Client: https://www.degasystems.com/

We founded Dega Systems in 2001 to provide stress free managed IT services for nonprofits and for–profit companies alike. As business owners ourselves, we know how important technology is to the viability and longevity of all organizations. (We’re not just saying that because we work in tech…) AND, we’re passionate about helping those whose job and mission is to change the world for the better. We’re not only invested in helping you succeed but in your vision of a better society.

Job Summary:

The Technical Alignment Manager (TAM) is the champion of alignment and standards at our clients. The primary goal of a TAM’s is to reduce the amount of reactive time spent on clients monthly through utilizing our alignment process, tools, procedures, and checklists. It is your responsibility to guarantee any changes to client environments are documented for the client and internally at Dega, and also communicated to all necessary teams. TAM will ensure that documentation is kept up to date and assist in updating whenever possible. This is a uniquely client-facing role that interacts with our points of contact and supported users daily.

Responsibilities:

• Client Alignment
  • Perform scheduled onsite visits with POCs
  • Schedule alignment visits with clients (Schedule only no travel required.
  • Report on hours (reactive vs proactive)
  • Keep a finger on client pulse to monitor current and potential future issues
  • Perform alignment reviews based on a predetermined frequency
• Proactive Alignment
  • Focus and prioritize on proactive work
  • Work with Support team to handle reactive work that could come up during onsites as much as possible
• Lowering Reactive tickets and hours worked for ROC Team
  • Work with Dega Team to inform on recurring issues, potential fixes, and updated documentation
  • Follow up with clients after changes have been completed to ensure all changes have been documented
• Report on metrics
  • Be accountable for meeting goals.
  • Regular time entry and service ticket updates.
• Individual metrics will be measured by number of alignment visits completed, myitprocess reviews submitted, and the percentage of reactive to proactive time at clients.
• Desired skills include customer service skills, confident and positive attitude, and updated knowledge of Microsoft Windows operating systems. Troubleshooting skills are required.
• Ability to plan out the visit prior to visiting a client location and update knowledge on client environment and any changes that may have occurred
• Participate in regularly scheduled huddles, prepared to report on your individual metrics.
• Inform management of recurring problems or clients at risk.
• Could be required to perform some onsite work for other service delivery areas
• Maintain education and knowledge to align with support needs.
• Ability to work with minimal management.
• After-hours work is often required and expected.
• Can-do attitude and ingenuity is a key attribute for this position.
• Ability to train and mentor junior technical associates.
• Time management skills that allow you to effectively manage multiple projects at one time.
• Excellent written and oral communications skills and the ability to communicate with both clients and your team.
• Patience, foresight and confidence are character traits that are beneficial for this position.

Requirements:

1. Bachelor's degree in Information Systems, Computer Science, Business Administration, or a related field.
2. 3+ years of experience as a Business Analyst, Client Success Engineer, or in a related role.
3. Strong analytical and problem-solving skills, with the ability to effectively communicate complex concepts to both technical and non-technical stakeholders.
4. Exceptional customer service and communication skills, with the ability to interact effectively with clients and team members.
5. Familiarity with various software development methodologies (e.g., Agile, Waterfall) and project management tools (e.g., JIRA, Trello).
6. Experience with business process modeling, requirements gathering, and documentation.
7. Proficient in Microsoft Office Suite, particularly Excel, Word, and PowerPoint.
8. Detail-oriented, with strong organizational and time management skills.
9. Ability to work independently and manage multiple priorities in a fast-paced environment.
10. Experience mentoring and training junior team members.
11. Be able to work 100% remotely from any country in Latin America.