Technical Account Manager job in London at Wandera

Technical Account Manager

Company: Wandera

Location: London UK

Date Posted:Apr 26, 2018

WanderaAPRIL 2018 TECHNICAL ACCOUNT MANAGER ROLE SUMMARYWandera are looking to hire a Technical Account Manager to join our growing team to help support and build a world-class customer support organization with specific attention on delivering a leading product. You will ideally have been part of a support team for an organization involved in customer delivery of software or hardware products. Maintaining a close relationship with customers, you will be the Voice-of-the-Customer influencing the product organisation to prioritise data management and mobile security customer features.In your previous roles, you would have demonstrated team leadership, agility to drive product improvements, and excellence at ensuring customers are given superb levels of service. You will have excellent spoken and written English communication skills as you will be interacting with the business and our global customer base on a day-to-day basis.RESPONSIBILITIES AND SKILLSProven ability in delivering global cloud-based services with a product and project management-oriented mindset while retaining attention to achieving high levels of customer satisfactionAbility to understand customers’ technical requirements and advise on the appropriate product delivery methodology for the Wandera Secure Mobile Gateway platformStrong technical background to diagnose customer problems and convey details back to the business through a deep, technical understanding of the product and serviceBe the Voice-of-the-Customer bringing ideas and solutions to the team, establishing yourself as a subject-matter expert aligned to specific product areas, and having conviction to drive product proposals further into the businessSuperb communication and social skills to engage with both technical and non-technical contacts across all mediums but primarily email, telephone, chat and video conferencingAttention to detail while managing multiple problems with high levels of customer satisfactionAn ability to produce metrics/reports/dashboards to prove how successful you and the team areYOU AND YOUR EXPERIENCEYou are excited with engaging a global customer base and owning and improving the customer lifecycle to create a world class product and service delivery infrastructureCommitted to see project plans and product adoption through to completionExperienced leading a team and pairing customer and product requirements from development to delivery with second-to-none customer serviceYou know how to develop customer use cases to influence product requirements, product vision and product roadmaps  PMP or PRINCE2 qualification in project management, familiarity with Agile software development and experience with customer-focused ITIL problem, incident and change management is essentialCertification in Information Security Management Principles (CISMP, or similar) and familiarity with GDPR and ISO 27001 is required  Strong familiarity with mobile and information technology, including mobile and enterprise network technologies, proxies, cloud services, mobile devices, mobile applications and mobile device managementSignificant experience in technical account management focused on customer project and product deliveryDegree in computer science, computer or electrical engineering, or similar field of studyYOUR PROGRAM KNOWLEDGECustomer, Case, Support and Service workflow management, such as with SalesforceSoftware development issue tracking, such as with JiraITIL service management process mapsVideo recording tools, such as ScreenFlowMobile Device Management systems including MobileIron, AirWatch, BlackBerry, Meraki and othersMobile device operating systems specifically iOS, Android and Windows 10Packet capture tools such as WiresharkAdvanced Excel skill to develop project plans, create pivot tables, formulate data and analyse resultsWeekly Hours: 37.5 per week Open Date: 26/04/2018 Close Date: 24/05/2018  View full job description
JobCentre Plus 4 months ago
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