Enterprise Technical Account Manager

Angajator: Key Talents
Domeniu:
  • IT Software
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 22.09.2021
    Scurta descriere a companiei

    We build strong relationships based on highest level of integrity, quality and quality.
    Key Talents provides a various rage of services to companies and individuals focusing on recruitment, training, career advisory, QA audit, IT consultancy services, QA training delivered for individuals or client’s internal teams.

    Cerinte


    Requirements
    Linux, MacOS, Windows (Server and Workstation) OS troubleshooting;
    Cloud Computing experience (AWS, Azure, GC);
    Networking (CISCO CCNA or equivalent);
    Microsoft Project or similar (Wrike) experience
    Excellent English verbal and written communication skills

    Responsabilitati


    Client
    Our client is the creator of one of the world's fastest and most effective lines of internationally certified internet security software. The company is an industry pioneer, introducing and developing award-winning protection since 2001. Today, our client’s technology secures the digital experience of around 400 million home and corporate users across the globe.

    Role
    The Technical Account Manager (TAM) is providing customer advocacy for organizations with unique or complex support requirements. TAM is our client Expert who is familiar with the customer’s environment, business objectives and deployment plans in order to mediate all aspects of the technical customer interactions with the Enterprise Support Department.

    Responsibilities
    Welcome Call – After the sales processes ends, TAM has a call with the final customer in which he explains his role, the contact channels, meaningful Support processes and syncs with the partner’s particular needs.
    Quarter alignment call - Provides analysis for the customer’s support interactions and trends. TAM conducts remote quarterly technical support reviews, which include a detailed analysis of customer technical support related activities.
    Direct support on technical issues - TAM offers a proactive focal point into technical support efforts to address technical hurdles. TAM shares ownership of customer critical solutions by helping identify and mitigate technical issues. TAM will monitor the support cases and assume direct responsibility for the escalated issues by facilitating their quick resolution.
    Handle escalated technical issues within our client (issues, feature requests) - Track issues, speed resolution and communicate progress to customer by coordinating internal meetings between Product Management and Support. He is an advocate for prioritization of feature requests into release cycles.
    Access to senior technical engineers – TAM will act as a liaison between Product Development and Enterprise Support Department.
    Monthly review of open issues in Support – At an agreed upon date, during standard business hours, monthly, TAM and client’s SPOC schedule a call in which they review all cases that are still open with Enterprise Support Department. These meetings are held only on a need-to-be-had basis.
    On-demand knowledge transfer – TAM will mediate detailed information transfers and help the client understand the functionality of the purchased product. This is facilitated with the Training and Product Management teams.
    Prioritized feature requests process – TAM is able to advocate the Feature Request directly to the Product Management team, thus assuring a higher CSR and is able to provide insights on the entire timetable of the Feature Request – from ideation, until implementation.