Technical Account Manager
Technical Account Manager
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Job Description
Summary
Technical Account Manager (TAM) is tasked with managing a portfolio of selected portfolio of customers providing expert advisory services and fostering proactive relationships.Job description
In this role maintaining regular contact with customers and continuously monitoring their health is crucial. The TAM will guide customers through onboarding to ensure they achieve full value and understanding of ESETs products or services serving as the primary point of contact throughout the customers relationship. The TAM must possess a comprehensive understanding of customers solutions providing basic troubleshooting and advisory services. Driving product adoption as does internal collaboration to mitigate renewal risk and advocate for customer needs. Keeping on track with ESETs product offerings and spearheading customer advocacy initiatives are essential responsibilities. Moreover if customers demonstrate interest in upgrading to a higher tier of product or service or express a desire for early renewal the TAM refers them to the Sales Department and work together to provide seamless experience to the customer.
FUNCTIONAL RESPONSIBILITIES AND DUTIES
Manage a portfolio of selected customer guide customers through onboarding and provide expert advisory services.
Present the service to the customer and ensure that their expectations align with the services scope.
Complete the initial assesment forms with customers.
Ensure customer satisfaction with the service. Update the customer on the progress of unresolved technical support cases or reported detections/incidents.
Organize and lead periodicall call with customers.
Proactively inform customers about new releases EOL updates and other relevant information.
Carry out other work according to the instructions of a managing employee in accordance with the activity of the department and the company.
Education:
Masters degree (completed ITrelated education or equivalent qualification)
Experience:
Years of work experience: 4
Knowledge:
Theroretical and practical knowledge in the IT environment
Understanding of operating systems (Windows macOS Linux) network architecture and application software
High analytical skills and structured way of working
Language:
Italian English B2
Communication:
Very good verbal and written communication
Primary location
MilanAdditional locations
Time type
Full timeRequired Experience:
Manager
Employment Type
Full-Time
