My client is a market leader in providing Global Customer Experience solutions. With their Global Service Delivery Model they have a prestigious portfolio of integrated services and customers. Due to continued growth they are looking for a Technical Account Manager to oversee the day to day accounts and proactively manage support incidents to prevent escalations. This role requires the Technical Account Manager to interface between the Technical Support Team and Customer.
THIS ROLE IS HOME BASED WITHIN THE UK
Part of the regional support management team and sitting between the Technical Support Team and Customer, the Technical Account Manager will have a specific focus on the partners and customers in their assigned regions.
The ideal candidate will also be responsible for well-defined initiatives that are targeted toward growth of Support and customer satisfaction. This Technical Account Manager position is intended to facilitate customer satisfaction and customer loyalty for both direct and indirect customers. This role is vital in representing support to other internal organisations (development, sales and services), and is focused on the success of the partner channel regarding their ability to support and maintain the customers with the highest levels of customer service.
* Previous technical background and the ability to understand/explain technical related incidents to both technical/non-technical customers
* Superior customer service skills
* Account management skills by being able to effectively manage account relationships by overseeing the customer accounts in the specific geographical region.
* Proactively monitor support incidents within the region to prevent escalations by working with the support engineers and identifying early warning indicators