About the Role
This role involves managing technical relationships with clients, ensuring their needs are met, and issues are resolved. You will work closely with the technical team to provide solutions and support to clients.
Responsibilities
- Act as the primary point of contact for technical issues and questions.
- Collaborate with the technical team to resolve client issues.
- Ensure client satisfaction by addressing their technical needs.
- Provide regular updates to clients on the status of their issues.
- Document technical issues and resolutions for future reference.
- Work with the sales team to understand client needs and provide technical solutions.
- Conduct regular check-ins with clients to ensure their satisfaction.
- Identify opportunities for upselling and cross-selling technical services.
- Provide technical training and support to clients.
- Monitor client usage of technical services and provide recommendations.
- Participate in technical meetings and discussions with clients.
- Ensure that technical issues are resolved in a timely manner.
- Provide feedback to the technical team on client needs and issues.
- Collaborate with the product team to improve technical services.
- Ensure that technical issues are documented and tracked.
- Provide technical support to clients during onboarding.
- Conduct regular reviews of technical services with clients.
- Provide technical support to clients during off-hours.
- Ensure that technical issues are escalated to the appropriate team.
- Provide technical support to clients during emergencies.
- Ensure that technical issues are resolved to the client's satisfaction.
- Provide technical support to clients during major incidents.
- Ensure that technical issues are resolved within the agreed service level agreements.
- Provide technical support to clients during planned maintenance.
Nice to Have
- Experience with cloud-based technical services.
- Experience with technical service management tools.
- Experience with technical service level management.
- Experience with technical service continuity management.
- Experience with technical service availability management.
- Experience with technical service capacity management.
- Experience with technical service security management.
- Experience with technical service financial management.
- Experience with technical service contract management.
- Experience with technical service asset management.
Compensation
Competitive salary
Work Arrangement
Hybrid
Team
Collaborative and supportive team environment
What You'll Do
- Manage technical relationships with clients, ensuring their needs are met and issues are resolved.
- Collaborate with the technical team to provide solutions and support to clients.
- Provide regular updates to clients on the status of their issues.
- Document technical issues and resolutions for future reference.
- Conduct regular check-ins with clients to ensure their satisfaction.
- Identify opportunities for upselling and cross-selling technical services.
- Provide technical training and support to clients.
- Monitor client usage of technical services and provide recommendations.
What You'll Need
- Bachelor's degree in a technical field or equivalent experience.
- Proven experience in a technical client management role.
- Strong technical skills and knowledge.
- Excellent communication and interpersonal skills.
- Ability to work independently and manage multiple tasks.
- Experience with customer relationship management (CRM) software.
- Experience with technical support tools and systems.
- Ability to work in a fast-paced environment.
- Experience with technical documentation and knowledge management systems.
- Ability to work with clients at all levels.
Nice to Have
- Experience with cloud-based technical services.
- Experience with technical service management tools.
- Experience with technical service level management.
- Experience with technical service continuity management.
- Experience with technical service availability management.
- Experience with technical service capacity management.
- Experience with technical service security management.
- Experience with technical service financial management.
- Experience with technical service contract management.
- Experience with technical service asset management.
What We Offer
- Competitive salary
- Hybrid work arrangement
- Collaborative and supportive team environment
- Opportunities for professional growth and development.
Our Commitment to Diversity, Equity, and Inclusion
- We are committed to fostering a diverse, equitable, and inclusive workplace.
- We believe that diversity, equity, and inclusion are essential to our success.
- We are committed to creating a workplace where everyone feels valued and respected.
- We are committed to providing equal opportunities for all employees.
- We are committed to promoting a culture of inclusion and belonging.
Our Commitment to Accessibility
- We are committed to providing a barrier-free workplace.
- We are committed to providing reasonable accommodations to employees with disabilities.
- We are committed to promoting a culture of accessibility and inclusion.
- We are committed to providing equal opportunities for all employees.
- We are committed to promoting a culture of inclusion and belonging.
Our Commitment to Sustainability
- We are committed to promoting sustainable practices in our workplace.
- We are committed to reducing our environmental impact.
- We are committed to promoting a culture of sustainability and responsibility.
- We are committed to providing equal opportunities for all employees.
- We are committed to promoting a culture of inclusion and belonging.
Our Commitment to Community
- We are committed to giving back to our community.
- We are committed to promoting a culture of community engagement and responsibility.
- We are committed to providing equal opportunities for all employees.
- We are committed to promoting a culture of inclusion and belonging.
Our Commitment to Employee Well-being
- We are committed to promoting employee well-being and work-life balance.
- We are committed to providing equal opportunities for all employees.
- We are committed to promoting a culture of inclusion and belonging.
Our Commitment to Professional Development
- We are committed to providing opportunities for professional growth and development.
- We are committed to providing equal opportunities for all employees.
- We are committed to promoting a culture of inclusion and belonging.
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