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Technical Account Manager

Remote:

Full Remote

Contract:

Full time

Work from:

Italy

Offer summary

Qualifications:

Master's degree in IT-related field, 4 years of work experience, Knowledge of operating systems and network architecture, High analytical skills.

Key responsabilities:

Manage customer portfolio and onboarding
Provide expert advisory services to customers

ESET https://www.eset.com

1001 - 5000 Employees

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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 ESET's products or services, serving as the primary point of contact throughout the customer's 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 ESET's 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 service's 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 IT-related 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

Benefits