Technical Account Manager
7 meses atrás
Take a step forward to creating your own career path at Infobip.
We encourage everyone to seek and accept new opportunities for growth and development. Whether it’s horizontal, vertical, or angular, we want to support the path that you want to carve. We are currently looking for a Mandarin speaking Technical Account Manager based in Curitiba - Brazil.
Technical Account Manager is an experienced technical professional responsible for driving technical success, providing technical assistance and post-sales support for Strategic and Premium Support Customers. Technical Account Manager will drive successful resolution and work directly (when applicable) on any technical issue an assigned Customer might experience while showing strong collaboration and alignment with Infobip team responsible for mentioned Customer(s).
The Technical Account Manager is contributing to Customers’ consumption, retention, and growth by taking advantage of opportunities for improvements and optimization of processes and ways of work. They will work proactively to isolate prospective difficulties and work toward a resolution even before they occur, hence driving a customer's technical success.
Their technical expertise and trustworthiness inspire behavior that directly impacts customer satisfaction with service quality, reliability, and overall customer support experience.
Drive the Technical Success of a Customer- Drive the Technical Success of a Customer by ensuring all reported issues are resolved on time and per agreed SLAs. This can be achieved both through responding directly to Customer tickets or through ensuring the highest possible quality from other Customer Support staff- Provide any technical assistance and post-sales support to the Customers in both reactive and proactive manner- Proactively work in identifying and mitigating potential new issues that may arise- Post reactive troubleshooting of existing issues and identifying their root causes to reduce probability of reoccurring technical issues- Leverage internal monitoring tools to set up automated alerts for faster and easier issue identification and resolution
Ensure high-level of customer satisfaction- Ensure needed customer-related details and information are scaled globally, as well that Global 24/7 Customer Support Teams are trained and equipped properly so high quality is assured- Act as a Technical Advisor and closely collaborate with CSE/CGE to increase product usage and maximize the value of the investment. Develop joint engagement on feature adoption and consultation on software updates and major releases. Contribute to service delivery projects by providing solution reviews and feedback from a technical support perspective for dedicated customers- Act as a Customer Advisor inside of the Company by assisting AE & CSE in identifying the need for additional product features and share these feature requests and product usage feedback with Product Development. Contribute to service delivery projects by providing solution reviews and feedback from a technical support perspective for dedicated customers- Manage relationships with technical and business teams on the Customer side, through efficient and professional communication- Write, collect, store, distribute and maintain Customer and Company documents - Monthly Service Reports, RCA, BCP, Knowledgebase article.- From the technical standpoint, manage major events for a Customer (big campaigns, go-live, software technical releases)- Oversee, schedule, and align maintenance activities that will affect Customers in any way- Compile and present monthly and quarterly business reviews showcasing Customer Support performance on all the tickets and other related support work.
Incident and Escalation Management- Act as an internal and external SPOC for highly impactful Incidents (Severity Level 1 and Severity Level 2), even by joining the bridge calls when needed- Drive issues resolution and post-incident activities with relevant internal stakeholders, and proactively keep Customers informed with relevant information- Ensure Customer is acquainted with Status Page and maximizes its potential usage
Contribute to internal improvement initiatives- Define and adapt escalation path for swifter resolution times- Compile various internally oriented reports about the Customer and our performance against it in order to isolate improvement areas- Proactively gather, analyze and interpret customer data and business intel making sure the data is timely scaled to all respective internal stakeholders- Work on ensuring strong and productive relationships with relevant internal stakeholders acting as role model for all other members- Showcase customer advocacy and centricity during intra departmental meetings
Focus on Continuous Development and growth of Technical Capabilities within the Function- Be fully versed on Infobip products, platform, and integrations- Act as a coach and mentor for less experienced Customer Support
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