وصف الوظيفة
Role Overview
Key Service Account Manager at stc, responsible for maintaining robust customer relationships, strategically recommending service upgrades, and tactically resolving technical issues through seamless collaboration with internal teams and customers.
Role Purpose
Drive strategic enhancements and optimize service delivery to ensure customer satisfaction and align with evolving business needs and industry standards. The role holder shall carry out duties in accordance with stipulated business policies and procedures.
Key Responsibilities
Technical Support & Customer Interface
- Act as a technical interface with customers.
- Provide technical support for customers to support pre-sales and post-sales processes.
- Resolve any technical issues reported by customers.
- Work with internal teams to resolve any issues the customer encounters.
- Develop and deliver technical training sessions for customers to maximize their understanding and utilization of products or services.
Sales & Business Development
- Liaise with the sales department to win new business and increase sales.
- Identify opportunities for technical support and enhancement to meet customer needs and stay ahead of the competition.
Reporting & Communication
- Provide executive-level summary status reports internally and to the customer.
Service Optimization & Quality
- Implement processes for continuous improvement in technical support services, ensuring that customer needs are met efficiently and effectively.
- Implement quality assurance measures to ensure that technical support services meet defined standards and exceed customer expectations.
- Utilize data analytics and customer feedback to make informed decisions on service improvements, feature updates, and overall customer satisfaction initiatives.
Risk Management & Strategic Insight
- Identify and mitigate technical risks that could impact customer satisfaction or retention, taking proactive steps to prevent potential issues.
- Stay abreast of market trends and competitors' offerings to provide insights that can guide customer engagement.
Customer Engagement & Feedback
- Establish a robust feedback loop with customers to gather insights on their experiences, pain points, and suggestions for improvements, driving product and service enhancements.
- Collaborate with cross-functional teams such as product development, stc Technology, and customer care to resolve any issues the customer encounters.
General Responsibilities
- Perform other responsibilities and tasks related to the job as directed by line manager.
Qualifications & Experience
- Minimum of 5 years of experience in related discipline.
- Prior experience in technical account management in telecommunication.
- Bachelor Degree in Business Administration or Technology.
Skills & Competencies
- Knowledge of ICT and Telco products.
- Customer relations skills.
- Communication and interpersonal skills.
Additional Information
Certifications
- Cisco Certified Technician (CCT).
- Huawei Certified ICT Professional (HCIP).
- Cisco Certified Network Professional (CCNP).
Job Band
Professional.
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