B2B Enterprise Tech Support (ETS) Support Account Manager

Position Summary

We’re looking for a Support Account Manager who is customer-focused, fluent in business English, and confident working in complex enterprise IT environments.

Role and Responsibilities

Maintaining good relationships and direct contact with enterprise customers and partners.

Supporting a customer in contacts with 3rd party Information Technology vendors.

Identifying potential gaps and expansion opportunities (conducting mobility assessments, reviewing mobility strategy, maintenance reviews, etc.).

Educating customers on how existing products and new solutions work, and how it can contribute to their business growth.

Keeping customer informed about upcoming updates/changes within Samsung Android and Knox platform.

Conducting product trainings for customer and partner representatives, sharing business, technical, and product knowledge.

Managing all the aspects of the service account related to Post-Sales/maintenance (technical and non-technical).

Acting as a customer advocate to ensure customer’s escalations are resolved in due time, collecting VOC and building internal knowledge base.

Visiting customer’s onsite to perform quarterly business and tactical operational technical reviews.

Close cooperation with Sales Department teams to build relationship with decision makers (C-level, directors, senior managers), business contacts, and other influencers.

Close cooperation with Pre-Sales to ensure smooth transition and continuous customer support.

Abroad traveling up to 5% of time.

Skills and Qualifications

Bachelor's degree in computer science, Engineering, Information Technology or related field

Fluent English (including business and technical)

Min 2 Years experience in a Service/Support/Technical Account Manager role in IT/Telco/Mobile Industry

Experience with mobile operating systems (Android)

Proficiency in MS Office

Good understanding of IT processes, services and technical project management.

Professional experience with Mobile Device Management (MDM) Solutions (Intune, Ivanti, Omnisa, Knox Manage etc.)

Professional experience with traditional IT systems and solutions like email systems, workgroups solutions, communication networks, security solutions and SW/HW operating infrastructure.

Excellent interpersonal skills, positive attitude

Fundamental literacy in data analysis and reporting

Dynamic and open-minded person, not afraid of challenges, flexible and open to changes.

Strong ability to organize work schedule to ensure deadlines are always met.

Experienced in leading business meetings on C/Director-level or Senior Managers.

High competency level in delivering presentations.

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