Account Support Manager

• Apply advanced technical knowledge to operate one or more technology areas (e.g. server administration, technical security management, performance management) or customer groups that are critical or high-risk
• Integrate technical knowledge and business understanding to create solutions for customers
• Resolve single- and cross- technology incidents independently
• Work with team members to resolve unusually complex or cross- technology incidents
• Proactively and reactively look for solutions to prevent problems from occurring in team/technology area
• Apply company solutions to meet highly complex customer needs
• Identify additional services that could lead to future service revenue growth
• Provide technical consulting during contract renewal discussions
• Build and maintain strong relationship up to senior management level in assigned accounts
• Design and deliver support solutions using specific industry knowledge and expertise
• Assist in managing delivery of industry support solutions
• Lead Customer Expectation management as part of escalation process
• Lead cross-team or large programs/projects
• Coach or guide junior consultants

• Bachelor's degree preferred or Associate degree holder (technical field) with 5-7 years working experience in related fields desired
• Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends
• Broad knowledge of corporate organization, job, and policies
• Comprehensive business, technical or functional knowledge at an expert level
• Communicate tactfully with diplomacy up to senior management levels within an organization
• Active listening skills and ability to adjust messages to audience level
• Problem-solving skills (proactive, reactive and creative)
• Able to employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination
• Well versed in core technical competencies and peaked in some technical area(s) intermediate skills in project management, communication, analysis and presentation
• Provide suggestions for operational efficiencies

Accountability, Active Learning, Active Listening, Bias, Business Growth, Change Management, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Customer Experience (CX), Customer Feedback, Customer Lifetime Value, Customer Relationship Management (CRM), Design Thinking, Empathy, Follow-Through, Growth Mindset, Infrastructure as a Service (IaaS), Intellectual Curiosity, Long Term Planning, Managing Ambiguity

• Health & Wellbeing
• Personal & Professional Development
• Unconditional Inclusion