Techncial Account Manager at Vodafone United States

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

17 Feb, 26

Salary

0.0

Posted On

19 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Account Management, Customer Engagement, Service Delivery, Escalation Management, Networking Protocols, Mobile Network Infrastructure, IoT Technologies, Communication Skills, Team Collaboration, Customer Relationship Management, KPI Reporting, Training Management, Problem Solving, Negotiation Skills, Operational Background, Technical Support

Industry

Telecommunications

Description

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. Provide effective communication with external clients up to and including Senior Management / C-Level. 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. 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. Ensure correct prioritisation of customer incidents Manage and conduct technical & operational support team training 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: 4G/5G SA and NSA and LPWA IMS, VoLTE, eCall and NG eCall Analytics and Cloud Capabilities TAM must have knowledge of Mobile Device Modules, Chipsets and SIM technologies Communication Excellent written and verbal communications in English and additional language is a bonus 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 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.

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Responsibilities

The Technical Account Manager will serve as the primary technical contact for customers, ensuring service delivery targets are met and managing escalations effectively. They will also liaise with various teams to resolve issues and conduct training for support teams.