Overview
Lead Service Account Manager Jobs in Riyadh, Saudi Arabia at stc
Job Purpose
The role holder is responsible for maintaining robust customer relationships, strategically recommending service upgrades, and tactically resolving technical issues through seamless
collaboration
with internal teams and customers. Furthermore, the role holder will drive strategic enhancements, ensuring
customer satisfaction
, and optimizing service delivery to align with evolving business needs and industry standards. The role holder shall carry out his duties in accordance with the stipulated business policies and procedure”
Job Responsibility
Act as a technical interface with the customers
Provide technical support for customers to support pre-sales and post-sales processes
Liaise with the sales department to win new business and increase sales
Resolve any technical issues reported by the customers
Provide executive-level summary status reports internally and to the customer.
Work with internal teams to resolve any issues the customer encounters
Identify opportunities for technical support and enhancement to meet customer needs and stay ahead of the competition.
Develop and deliver technical training sessions for customers to maximize their understanding and utilization of products or services.
Implement processes for continuous improvement in technical support services, ensuring that customer needs are met efficiently and effectively.
Collaborate with cross-functional teams such as product development, stc Technology, and customer care to resolve any issues the customer encounters
Identify and mitigate technical risks that could impact customer satisfaction or retention, taking proactive steps to prevent potential issues.
Stay abreast of market trends and competitors’ offerings to provide insights that can guide customer engagement.
Establish a robust feedback loop with customers to gather insights on their experiences, pain points, and suggestions for improvements, driving product and service enhancements.
Implement quality assurance measures to ensure that technical support services meet defined standards and exceed customer expectations.
Utilize data analytics and customer feedback to make informed decisions on service improvements, feature updates, and overall customer satisfaction initiatives
Performs other responsibilities and tasks related to the job as directed by line manage
Job Responsibility (cont.)
Years Of Experience
4-6 Years of Experience
Nature Of Experience
Prior experience in technical account management in telecommunication
Job Band
Professional
Skills
Knowledge of ICT and Telco products
Customer relations skills
Communication
and interpersonal skills
Education
Bachelor Degree in Business Administration or Technology
Additional Education
Certifications
Cisco Certified Technician (CCT)
Huawei Certified ICT Professional (HCIP)
Cisco Certified Network Professional (CCNP) #J-18808-Ljbffr
Title: Lead Service Account Manager
Company: stc
Location: Riyadh, Saudi Arabia
Category: IT/Tech (Technical Support)
