Technical Account Manager

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Technical Account Manager

Job Title: Technical Account Manager
Contract Type: Permanent
Location: Singapore
Reference: NJ20
Contact Name: Neil Jethwa
Contact Email:
Job Published: May 23, 2016 15:44

Job Description

Utilize your superior account management skills and experience providing expert-level technical support to coordinate overall escalation management and technical solutions.

Key Responsibilities: 

  • Function as technical liaison to the development teams, or international distributor/regional offices to provide business intelligence to various groups within Esri
  • Demonstrate a thoughtful understanding of insightful industry knowledge and how GIS applies to initiatives, trends, and triggers Stay current on Esri’s technology by way of self-study and attending training or technical transfer sessions Work closely with product support analysts for better understanding of customer requests and the escalation at hand Understand the key business drivers within an organization and identify key business stakeholders
  • Develop and maintain a healthy pipeline of opportunities for service business growth
  • Leverage and lead cross-divisional resources to define and execute an account strategy
  • Successfully execute the account management process including account prioritization, account resourcing, and account planning
  • Provide Premium Support customers, business partners, and international distributors with proactive information such as weekly status reports on support incidents; participate in conference calls and perform on-site visits as needed
  • Utilize technical account management and problem-solving skills to isolate missioncritical issues; coordinate with various groups within Esri to connect customers with the appropriate staff
  • Generate reports in the form of Situation reports, Benchmark reports, 360 reports, Landscape reports and other custom reports to provide better visibility to the executive decision making process
  • Effectively utilize and leverage the CRM to manage opportunities, document incidents, and drive the engagement process
  • Take initiative to resolve issues and expedite resolution times by developing action plans and providing ongoing customer updates

Key Requirements: 

  •  Bachelor’s in geography, business, computer science, or a related field or equivalent work experience, depending on position level
  • Superior account management skills and demonstrated professional experience providing expert-level technical support
  • Ability to understand critical nature of customer incidents and be their advocate within Esri support
  • Demonstrate excellent presentation skills to internal and external senior management staff
  • Ability to speak, read and write Japanese
  • Exceptional written and verbal communication skills in high pressure situations
  • Ability to multi-task and prioritize job requirements as well as strong organizational skills
  • Ability to travel up to 25% of time
  • Minimum of two years of in-depth knowledge and experience with Esri technology with a focus on ArcGIS for Desktop or ArcGIS for Server usage and implementation
  • Minimum of two years of experience in customer care, customer support, or a related field
  • Minimum of two years of experience with support escalation and account management
  • Experienced in working with product development, sales, and professional services as a team.

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