Technical Account Manager

1 semana atrás

Curitiba, Paraná, Brasil Infobip Tempo inteiro
Job Description

**Technical Account Manager**

We are seeking a highly skilled Technical Account Manager to join our team at Infobip. As a Technical Account Manager, you will be responsible for driving technical success, providing technical assistance and post-sales support for our Strategic and Premium Support Customers.

Key Responsibilities
  • Drive Technical Success
    • Ensure all reported issues are resolved on time and per agreed SLAs.
    • Provide technical assistance and post-sales support to 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 / 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.
    • 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 and Severity Level ), 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 members and actively participate in Named Engineer onboarding or upskilling programs.
    • Work towards displaying increased technical, business and industry knowledge with every interaction with the customer.

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