Senior Technical Account Management Specialist

Enterprise business segment is a growing market and strategically important for Smart Axiata to expand and transformation from Telco to Techo. The Technical Account Manager makes a key contribution in supporting customers from Connectivity, Network Security, Manage Service up to ICT products and service, daily support Enterprise Sales team as well as to ensures the process, coordinate with other department team specially monitoring and tracking project update, weekly and monthly. Aside from this purpose they also play an important role in supporting the communication of customer’s connection installation and implementation as well as provisioning.

Technical Account Leadership:

• Act as the primary technical advisor for a portfolio of enterprise customers, ensuring their ICT infrastructure and solutions are fully optimized.
• Build and maintain strong, trusted relationships with key customer stakeholders, including IT managers and C-level executives.
• Understand customers' business goals, technical environments, and challenges to offer tailored ICT solutions that align with their needs.    

Solution Design and Deployment:

• Collaborate with internal teams to design and implement ICT solutions, including network infrastructure, cloud services, cybersecurity, and enterprise applications.
• Oversee end-to-end deployment and integration, ensuring projects are completed on time, within scope, and to customer satisfaction.
• Provide guidance on the best practices for deploying, managing, and scaling ICT solutions to meet customer requirements.

Technical Support and Troubleshooting:

• Provide advanced technical support, troubleshooting complex issues related to ICT solutions, including networking, cloud, virtualization, and cybersecurity.
• Manage and resolve escalated technical problems, ensuring quick resolution and customer satisfaction.
• Proactively identify opportunities to improve customers' ICT performance and prevent is-sues before they arise.

Customer Success and Retention:

• Drive the overall success of customers' ICT environments by ensuring that all services are running smoothly and efficiently.
• Track and measure key performance indicators (KPIs) related to system performance, customer satisfaction, and solution uptime.
• Develop and deliver periodic reviews and reports to customers, outlining the health of their systems, any issues, and recommended improvements.

Strategic Guidance and Consultancy:

• Provide strategic technical guidance to clients, advising them on how to leverage new technologies and trends, such as cloud computing, automation, and AI, to improve their business operations.
• Help customers with long-term planning, including roadmap development, capacity planning, and technology upgrade strategies. 

Escalation Management:

• Manage high-priority escalations, ensuring timely resolution and effective communication with both customers and internal teams.
• Work closely with internal technical teams, including network engineers, solution architects, and product managers, to ensure the successful resolution of issues.

Knowledge Transfer and Training:

• Provide ongoing technical training and knowledge transfer to customers, ensuring they are equipped to manage and maximize their ICT solutions independently.
• Develop customer-facing documentation, including guides, FAQs, and best practice re-sources.

Collaboration and Cross-Functional Support:

• Collaborate with sales, product development, and engineering teams to ensure alignment between customer needs and product offerings.
• Provide technical feedback from customers to drive product improvements and innovation.

Continuous Improvement:

• Stay current with emerging ICT technologies, industry trends, and best practices to continuously improve customer solutions.
• Actively contribute to the development of internal processes, tools, and resources to enhance service delivery and operational efficiency.

Building relationships: 

• Working with customers to build strong relationships and ensure customer satisfaction 

Tracking metrics:

• Keeping track of account metrics and reporting on product performance to stakeholders 

Identifying growth opportunities: 

• Identifying areas for improvement and growth and upselling or cross-selling our products or services.

Managing cases: 

• Making sure customer cases get the attention they need, and handling cases personally or assigning them to others 
• Learning customers’ setup, typical workflows, goals, and how they (can) use your products or services to better serve their tasks and goals.
• Helping customers attain value from the products or services they’ve purchased, ideally assisting them in gaining more value than they anticipated.
• Assisting sales and marketing with information about product specifications.
• Monitoring common technical support questions and creating scripts for handling those support requests on a scale.
• Writing and editing SOP if needs, related to connectivity, ICT.
• Identify solutions to reduce support costs and analyze customers’ needs and suggest up-grades or additional features to meet their requirements.
• Liaise with the sales department to win new business and increase sales.

Education:

• Bachelor’s degree in Information Technology, Computer Science, Telecommunications, Engineering, or a related field (preferred).

Experience:

• 5+ years of experience in technical account management, IT consulting, or enterprise-level ICT support.
• Proven experience in managing ICT solutions across areas such as networking, cloud computing, virtualization, and cybersecurity.
• Deep understanding of ICT infrastructure, systems integration, and enterprise-level applications.

Technical Skills:

• Strong technical expertise in networking technologies, including routing, switching, and VPNs.
• Knowledge of cloud services (e.g., AWS, Microsoft Azure, Google Cloud), virtualization (VMware, Hyper-V), and enterprise storage solutions.
• Familiarity with cybersecurity best practices, firewalls, identity management, and net-work security solutions.
• Proficient in troubleshooting complex technical issues, systems integration, and performance tuning.

Certifications (Preferred but not required):

• Cisco Certified Network Professional (CCNP) or similar networking certifications.
• AWS Certified Solutions Architect or similar cloud certifications.
• ITIL Foundation or advanced certifications.
• Certified Information Systems Security Professional (CISSP) or other cybersecurity certifications.

Soft Skills:

• Exceptional communication and interpersonal skills, with the ability to articulate complex technical concepts to non-technical stakeholders.
• Strong problem-solving abilities and a customer-first approach to technical support.
• Excellent project management skills, with the ability to manage multiple projects and priorities simultaneously.
• Strong presentation and documentation skills