TSA Group is a customer experience (CX) services business that is a trusted advisor to many of Australia’s biggest brands. We create experiences that people love, by revolutionising the way they connect with brands. We have a team of talented technology experts and customer experience consultants that work hand in hand to create this seamless and genuinely enjoyable customer journey.

Our Innovation Lab in Melbourne is where the technology that drives these customer experiences is created. We leverage a range of technologies but our main tech partner is AWS and their cognitive CX suite of services, including Amazon Connect.

We are seeking a Technical Partner Manager to support our engineering and business development teams, work with existing and prospective customers to understand their requirements and unique circumstances, and then help design and deliver world class CX technology solutions. This role will be responsible for articulating technical requirements in agile user stories and working with our development teams to prioritise and coordinate delivery. This role will also be involved in pre-sales discussions with prospective customers, as well as product extension discussions with existing customers

As our lead Technical Partner Manager, you will understand our technology and capability intimately and be able to be the bridge between our kick ass developers, technology, and our clients to make it all come together. This is a senior role that will report directly to our Group Executive Innovation & Strategy and has future leadership potential. You will also have the opportunity to work closely with senior team members from some of Australia’s biggest brands, as well as technical and strategy leaders from our key partner, AWS.

About you

As a senior technology-focused partner professional, you will be comfortable working with a diverse stakeholder group, often in high pressure situations to deliver great outcomes. Whilst you aren’t necessarily a deep technology expert, you are technology savvy and are a quick learner. You are a great communicator and highly collaborative. Some traits and experience that will make you successful in this role:

• At least 5 years in a Business Analyst, technology consulting or technology-focused partner role

• Experience in gathering and developing detailed functional requirements and conducting systems analysis for front and back end applications

• Excellent written and verbal communication skills, including the ability to run workshops and to communicate effectively with Product Managers, Developers, and other internal and client stakeholders 

• Comfortable having commercial discussions with client stakeholders, setting expectations while growing accounts

• Friendly, approachable and have good relationship management skills

• An avid supporter of our fully inclusive culture - we celebrate difference and ensure that everyone belongs

Highly regarded skills & experience

There are a number of technologies that make up our market offering. Some valuable (but not essential) skills or experience that will make understanding our existing ecosystem easier include:

• Experience working with Agile and Lean methodologies

• Experience or knowledge of AWS or other similar cloud technologies 

• Experience working with complex enterprise-level SaaS products

• Experience in customer experience operations or technology 

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