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Job Description
- Provide technical support for clients to support pre-sales and post-sales processes.
- Address all product-related queries on time.
- Responsible for selling a firm's software to individuals and businesses.
- Gather information, software requirements from clients and analyze their needs and suggest upgrades or additional features to meet their requirements.
- Review and discuss the “resolution summary” on closed support cases to facilitate root cause analysis in order to mitigate similar future issues
- Identify solutions to reduce support costs.
- Maintain long-term business relationships with clients.
- Solve clients’ technical problems and advise them about their needs.
- Contact existing accounts in order to offer new software.
- Ensure excellent client service.
- Upselling and cross-selling of organization's products.
- Coordinate with the technical development department daily/weekly.
- Provide a weekly performance report for managerial level according technical / administrative work’s updates.
- Provide developers with clients’ feedback to help identify potential new features or products.
- Report on product performance.
- Meet and exceed sales quotas.
- Liaise with the sales department to win new business and increase sales.
- Function as a technical resource for best practice and informal customer questions and act as liaison between customers and internal functions.
- Keep track of sales performance metrics.
- Troubleshoot technical issues and drive issue escalation as appropriate to technical support teams.
Job Requirements
- Over 2 years of technical account management, engagement management, system implementation, technical support.
- Should have a bachelor's degree in Information Technology or any relevant field.
- Prior experience gained from a technical account manager position or through selling technical products is an asset.
- Commercial awareness and previous experience working within a technical sales environment.
- Flexible team player with ability to work on own initiative and consistently meet demanding deadlines.
- Excellent negotiation skills are essential.
- Good experience and background in web and mobile development field.
- Experience with development project management tools is preferable.
- Strong English writing and speaking skills.
- Good experience in drawing wire-frames for software scenario cases.
- Strong analytical and problem-solving skills.
- Assisting with business development efforts within target industries/markets.
- Commercial awareness and previous experience working within a sales environment.
- Ability to manage multiple tasks and projects in a fast-moving environment.
- Familiarity with XML, HTML, CSS, or JavaScript is advantageous.
- Leverage knowledge of your customers’ environments to assist support engineers and service teams in better serving customer needs
