【COMPANY OVERVIEW】
Global provider of telecommunications network equipment
【JOB RESPONSIBILITIES】
Own the overall post-sales technical relationship.
Influence strategic, operational, and tactical direction for named customers.
Develop and maintain effective working relationships with customer dept leaders and any key partners.
Conduct on-site customer visits as appropriate to help mitigate and bring issues to resolution.
Manage complex customer situations, coordinating the actions of the Account Team, Technical Services, and Engineering.
Communicate proactively with accounts regarding product and program information, supportability issues and strategic product plans where appropriate.
Responsible for the identification of new business opportunities for within client company.
Collect and maintain useful information regarding customer implementation, technical environment and business priorities.
Facilitate strategic quarterly business reviews to align business and technical goals with the company's plans.
Contribute towards knowledge management, particularly with respect to customer case studies, experiences and best practice.
【REQUIREMENTS】
5+ years experience in technical support and/or professional services within the high-tech industry preferred.
5+ years of client-facing engagement experience and/or services delivery roles.
Broad technical knowledge of heterogeneous environments used by Enterprise Accounts.
Previous account management experience required, with the demonstrable achievement of KPIs relating to customer satisfaction and account development.
Project Management and/or service delivery qualifications (such as PRINCE2, PMP, Agile, or ITIL) are desired but not essential.
Demonstrated skills in escalation management and conflict resolution.
Strong analytical and troubleshooting skills.
Background in internetworking, LAN, and WAN technologies.