Technical Account Manager

Job Scope: Responsible to manage, oversee, and address technical needs for clients / customers along with promoting a positive vision for the organization.

Role & responsibilities

• Managing the existing key accounts
• Investigate and solve complex and long overdue problems faced by customer and forwarded by the customer support desk
• Manage escalated customer complaints her major incidents
• Collaborate and work with internal teams for escalations or critical issues and extend support to retain the customer business
• Responsible to maintain accurate records of discussions or correspondence with customers
• Analyze statistics and other data to determine the level of customer service being provided by the organization
• To build and grow good client relationship to ensure retention and business growth.
• To liaise with internal teams to ensure resource availability for on-time project delivery
• To maximize revenue from existing accounts and develop new accounts within current clients
• Collaborate with internal business teams to discuss on possible improvements to customer service
• Conduct regular review meetings with customers to discuss on issues
• Prepare weekly MIS including project status reports.

Preferred candidate profile

• 4-5 years of experience in Customer Support, Technical Account Management. Preferably from Telecom, IT industry
• Engineering Graduate in Computer Science or Electronics
• Analytical mindset to solve issues with focus on client/customer requirement
• Takes initiative and accountability
• Team Player and actively engage and contribute in the team
• Ability to manage timelines effectively
• Must have attention to detail
• Flexible to work in 24x7 environment
• Excellent communication in English (written & verbal) and interpersonal skills