Technical Account Manager - Jobs in Waterloo, ON

Job Description

Worker Sub-Type:Regular ROLE SUMMARYBlackBerry Technical Support Services delivers expertise, options and tools that are second to none, and provides qualifying Support customers with a strategic support partner that can reinforce their mobile business objectives.As a Technical Account Manager, you will triage outstanding technical issues, advise on upcoming software releases, and notify customers of known issues that may be of interest. You will work collaboratively to ensure your assigned customers are receiving world class service from BlackBerry, discuss goals and objectives to drive their business forward with the BlackBerry Solution.RESPONSIBILITIESWorking with Technical Support Analysts around the globe, you will serve as the principal contact within technical support for large enterprise customers who are subscribers to the Technical Account Manager service. You will become the incident manager for all issues with the customer to ensure the highest level of service. In essence, you will be an advocate for the customer regarding all technical issues. Your business skills, coupled with a background in technology, make you well positioned to become completely familiar with the business and technical environment in which the customer uses BlackBerry products. The primary functions of this role consist of:

• Responsible for all support-related customer-facing account-level communications, conflict resolution and advocate for the post-sales technical interests of your customer roster
• Provides regular two-way communication between the customer and BlackBerry Technical Support, to provide strong team representation and set proper customer expectations
• Understand BlackBerry’s capabilities and service, and effectively communicates all offerings to the customer
• Partner with Technical Support, Development Support, Product Management, Training, and BlackBerry Services to ensure that client issues are dealt with in an efficient and timely manner
• Identify areas of opportunity for account growth and new business, involving the Enterprise Sales teams where necessary
• Communicate the customer’s goals and represent the customer’s interests internally by developing and delivering monthly account summaries and detailed quarterly service reviews for each assigned customer

ESSENTIAL SKILLS AND QUALIFICATIONS

• Prior experience as a Technical Account Manager or other technical customer-facing role
• Excellent written, oral communication, presentation, and leadership communication skills in fluent English
• Demonstrated ability to communicate clearly, concisely, and professionally and to think in a cognitive and autonomous nature
• Proven application of sound incident management of critical issues, ideally with external customers
• Above average ability to manage expectations, promote information sharing across diverse groups, and represent the customer in internal discussions
• Ability to facilitate and lead account meetings
• Ability to make quality, informed decisions that are in the best interest of BlackBerry and the customer
• Motivated, task oriented, persistent and a skilled negotiator
• Ability to analyze data and make planning decisions
• Ability to understand and digest technical information quickly

ADDITIONAL ASSETS

• General understanding of common IT principles including, but not limited to, Enterprise IT Infrastructure (Cloud, networking, DNS, etc.), Cyber-Security, MDM/EMM, and Linux
• CompTIA Security + and / or other Cyber-Security qualifications
• Familiar with salesforce.com or other Customer Relationship Management applications
• Working knowledge of Microsoft Office, especially Excel and PowerPoint

#LI-RS1Job Family Group Name:Customer SupportScheduled Weekly Hours:40Quick Apply

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