Technical Account Manager
Location
Dubai, UAE
Department
Customer Success
Job Role
Technical Account Manager
Responsible to manage, oversee, and address technical needs for clients / customers along with promoting a positive vision for the organization
What you'll be responsible for?
- Partner with customers’ stakeholders to understand their goals, assess their capabilities and provide recommendations to help them accelerate the achievement of their business and technology objectives.
- Develop an understanding and knowledge of customer’s products implementation and evangelize capabilities of Karix across all product lines
- Investigate and solve complex and long overdue problems faced by customers and forwarded by the customer support desk.
- Manage escalated customer complaints and their major incidents.
- Collaborate and work with internal teams for escalations or critical issues and extend support to retain the customer business.
- Proactively identify risks to the customer achieving their stated business goals and working with the account team to provide new solutions.
- Deliver business value and innovation to a customer’s business by understanding customer’s key business challenges and potential for growth.
- Proactively communicate technical product changes and other relevant updates.
Qualification and other skills
- Engineering Graduate in Computer Science or Electronics
- Proactive, Self-Motivated Individual with 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
What you'd have?
- Graduate Engineer with PG in Marketing, Communications, ComputerScience or Electronics.
- 3-4 years of experience in customer success / support / technical account management preferably from Telecom, IT industry
- Highly organized and able to multi-task.
- Self-driven and proactive nature.
- Excellent communication and interpersonal skills.
- Demonstrate leadership qualities. Ability to influence C Level executives.
- High computer literacy and ability to learn new software.
- Knowledge of customer success processes.
- Experience in document creation.
- Patient and active listener.
- Passion for service.
Why join us?
- We thought you would never ask! We offer all the usual stuff: competitive salary, flexible working hours, challenging product culture but the real perks are:
- Challenging and fun work environment solving meaningful real-life business problems - you will never have a boring day at the office.
- World-class team who love solving tough problems and have a bias for action. Tanla is an equal opportunity employer.
- We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability, or veteran status.
