Technical Account Manager

Department: Sales Key accountabilities and decision ownership: Provide a single technical point of contact for the customer Ensure that service delivery targets are met or exceeded. E.g., agreed Service Levels Overseeing Customer Reporting / KPI's Ensure compliance of contractual obligations and associated SLA's Ensure that all ‘out of scope' or chargeable work is billed / logged accurately. Customers, supplier and third parties Manage technical & operational escalation requests. Liaise with Customer representatives daily, including C-Level engagement Attend and present at customer meetings covering both technical and non-technical topics Manage escalation of calls to third parties as and when needed. Pro-active, organised & reliable, conducts themselves in a professional manner Liaise closely with Service Desk and Technical Teams in resolving reported issues. Ensure the escalation process is followed on all high priority calls. Ensure correct prioritisation of customer incidents Manage and conduct technical & operational support team training Excellent written and verbal communications in Mandarin and English Excellent ability to manage customer relationships, their expectations (and define acceptance criteria), and translate requirements of business and customer into technical delivery teams A proven track record of success in service management delivery in a technology industry The ability to be an effective team player is essential Have experience in successfully managing global customers and a proven track record in negotiating /influencing at a senior stakeholder level Must have a strong operational background, in a technical account management role and experience of working with IoT technologies. Have a flexible nature and will be able to adapt quickly to new technical products entering the Global IoT Portfolio in a large MNO. TAM must have an advanced knowledge level of networking and mobile and enterprise network related protocols and routing schemas, i.e. TCPIP, UDP, BGP, IPSec. TAM must have an advanced knowledge of mobile network infrastructure and understand their relationship to the customer device some areas of emphasis would be: o 4G/5G SA and NSA and LPWA o IMS, VoLTE, eCall and NG eCall o Analytics and Cloud Capabilities TAM must have knowledge of Mobile Device Modules, Chipsets and SIM technologies Not a perfect fit? Worried that you don't meet all the desired criteria exactly? If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.