Client Success Technical Manager
2 semanas atrás
Embark on a Journey of Professional Growth at Infobip
At Infobip, we are committed to fostering an environment where our employees can explore new avenues for career advancement. We believe in supporting your unique career trajectory, whether it involves lateral, upward, or innovative paths. We are currently in search of a Mandarin-speaking Technical Account Manager.
Role Overview
The Technical Account Manager serves as a seasoned technical expert dedicated to ensuring the technical success of our Strategic and Premium Support Customers. This role involves providing essential technical assistance and post-sales support, addressing any technical challenges that may arise while maintaining strong collaboration with the Infobip team.
Key Responsibilities
- Drive Customer Technical Success: Ensure timely resolution of all reported issues in accordance with agreed Service Level Agreements (SLAs). This includes direct engagement with Customer tickets and ensuring high-quality support from the Customer Support team.
- Proactive Technical Assistance: Offer both reactive and proactive technical support to customers, identifying potential issues before they escalate.
- Root Cause Analysis: Conduct post-incident troubleshooting to identify root causes and minimize the likelihood of recurring technical problems.
- Utilize Monitoring Tools: Leverage internal monitoring tools to establish automated alerts for efficient issue identification and resolution.
Enhance Customer Satisfaction:
- Ensure that customer-related information is effectively communicated and that Global/Customer Support Teams are well-equipped to deliver high-quality service.
- Act as a Technical Advisor, collaborating closely with Customer Success Engineers to enhance product usage and maximize the value of customer investments.
- Facilitate communication between technical and business teams on the customer side, ensuring professional and efficient interactions.
- Maintain comprehensive documentation, including Monthly Service Reports and Knowledgebase articles.
Incident and Escalation Management:
- Serve as the primary point of contact for critical incidents, ensuring effective resolution and communication with customers.
- Keep customers informed about the status of incidents and ensure they are familiar with available resources.
Internal Improvement Initiatives:
- Define and refine escalation processes to enhance resolution times.
- Analyze customer data to identify areas for improvement and ensure timely communication with relevant stakeholders.
Continuous Development:
- Stay well-informed about Infobip products and integrations.
- Mentor and coach less experienced Customer Support members, contributing to their professional development.
Join us at Infobip, where your technical expertise and commitment to customer success will make a significant impact.
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