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Technical Support Account Executive
2 meses atrás
Embark on a career journey with Infobip.
We promote an environment where everyone is encouraged to pursue and embrace new opportunities for personal and professional growth. We are currently seeking a Mandarin-speaking Technical Account Manager.
Role Overview:
The Technical Account Manager is a seasoned technical expert tasked with ensuring technical success and providing comprehensive post-sales support for our Strategic and Premium Support Clients. This role involves direct engagement with clients to resolve any technical challenges they may encounter, while fostering strong collaboration with the Infobip team dedicated to those clients.
Key Responsibilities:
- Drive Customer Technical Success: Ensure timely resolution of all reported issues in accordance with agreed service level agreements (SLAs). This includes responding to customer inquiries directly or ensuring high-quality support from other team members.
- Provide Technical Assistance: Offer both reactive and proactive technical support to clients.
- Proactive Issue Management: Identify and mitigate potential issues before they arise.
- Root Cause Analysis: Conduct post-incident analysis to identify root causes and minimize recurrence of technical issues.
- Utilize Monitoring Tools: Leverage internal tools to set up automated alerts for quicker issue identification and resolution.
Enhance Customer Satisfaction:
- Ensure that customer-related information is effectively communicated and that global support teams are well-trained to maintain high service quality.
- Act as a Technical Advisor, collaborating closely with Customer Success Engineers to enhance product usage and maximize client investment value.
- Serve as a liaison for customer feedback regarding product features and enhancements, sharing insights with the Product Development team.
- Maintain professional relationships with both technical and business teams on the client side.
- Document and manage customer-related materials, including service reports and knowledge base articles.
- Oversee significant customer events, ensuring smooth execution of campaigns and software releases.
- Coordinate maintenance activities that may impact clients.
- Prepare and present regular business reviews to showcase support performance metrics.
Incident and Escalation Management:
- Act as the primary point of contact for critical incidents, facilitating resolution and keeping clients informed.
- Ensure clients are familiar with status updates and utilize available resources effectively.
Internal Improvement Initiatives:
- Define and refine escalation procedures for faster resolution times.
- Compile internal reports to identify areas for improvement based on customer performance data.
- Analyze customer data to provide actionable insights to internal stakeholders.
- Foster strong relationships with internal teams, serving as a model for collaboration.
- Promote customer-centricity in departmental discussions.
Continuous Development:
- Stay well-informed about Infobip products, platforms, and integrations.
- Mentor and coach less experienced team members, contributing to onboarding and upskilling initiatives.
- Continuously enhance technical, business, and industry knowledge with each client interaction.
