Technical Account Manager (TAM) - Mail Products and Services Development

Job Posting Organization:
The Universal Postal Union (UPU) is a specialized agency of the United Nations, established in 1874, with 192 member countries. The UPU serves as the primary forum for cooperation between postal sector players, ensuring a universal network of up-to-date products and services. The organization is dedicated to adapting to the evolving postal sector, which has faced significant changes in recent years, necessitating the application of the latest technology to meet customer needs effectively. The Postal Technology Centre Directorate (DCTP) of the UPU plays a crucial role in bridging technology with the postal industry's needs, providing IT solutions, applications, and services that facilitate both domestic and international postal services.

Job Overview:
The Technical Account Manager (TAM) will operate under the direct supervision of the Senior Technical Account Manager (TAM) for Mail Products and Services Development. This role is pivotal as the focal point of contact for users of the Mail Products and Services portfolio within the DCTP. The incumbent will be responsible for managing software development projects, which includes the evolution of existing software and the creation of new software tailored to the needs of the postal sector. The TAM will collect and analyze business requirements, develop detailed functional specifications, evaluate project costs, and prepare offers for Technical Accounts. Additionally, the role involves maintaining the Customer Relations Management (CRM) system database, managing software development projects, ensuring quality control, and promoting the Mail Products and Services portfolio among UPU members. The position requires collaboration with various teams, including software development, testing, and technical writing, to ensure successful project execution and delivery.

Duties and Responsibilities:

• Collect and analyze business requirements, elaborating detailed functional specifications and designs.
• Evaluate project costs, define deliverables and deadlines, and prepare offers for Technical Accounts after revision by the Account Relationships Coordinator.
• Maintain the CRM system database for all Technical Accounts under supervision.
• Manage software development projects with designated operators, taking corrective measures and updating plans as necessary.
• Monitor project quality, ensuring deliverables meet expectations and quality standards.
• Collaborate closely with software development, testing, and technical writing teams to set up and manage software development projects alongside the Project Management Office (PMO).
• Present and promote the Mail Products and Services portfolio at regional events as required.
• Work with team members to manage 2nd level support, liaising with development and network teams for 3rd level support, and assess and prioritize change requests.

Required Qualifications:
Candidates must possess a strong understanding of managing a portfolio of Technical Accounts, preferably in an international context. Knowledge of software product management, including design and release planning, is advantageous, and experience in the postal or customs sector is desirable. Project management skills are essential, along with the ability to quickly acquire functional knowledge of large software applications and product lines. Familiarity with process and software architecture modeling tools and notations, such as UML and BPMN, is a plus. A basic understanding of information system security" style="border-bottom: 1px dotted #007bff !important;">security is also required.

Educational Background:
A first-level university degree (B.Sc. or equivalent) in Computer Science, Engineering, or related fields is required for this position. This educational background is crucial for understanding the technical aspects of the role and effectively managing software development projects.

Experience:
At least 5 years of experience in business analysis for software development is required, specifically in transforming requirements into functional designs. This experience is critical for the successful execution of the responsibilities associated with the Technical Account Manager role.

Languages:
Proficiency in English is mandatory for this position, as it is the primary working language of the UPU. Knowledge of French is considered an advantage, given that French is one of the official languages of the UPU and is used in various organizational communications.

Additional Notes:
The monthly salary for this position is 7,105 CHF (net of tax). This is a non-core post, which means it does not include certain international benefits such as home leave, installation grants, or education grants. The selected staff member will participate in the UPU Provident Scheme and will be insured against sickness and accidents. The contract is for three years, with the possibility of renewal based on the continuation of services, availability of funds, and satisfactory performance. The appointment does not guarantee extension or conversion to another type of appointment. The UPU encourages diversity within its workforce and prioritizes applications from women and minority groups. Candidates must provide relevant contact details to ensure they can be reached during the selection process. Background checks may be conducted to verify the information provided in applications, and candidates under serious consideration may be subject to additional scrutiny regarding their professional conduct.