Iot Technical Account Manager Job at Vodafone (Shanghai)

Job Description

Join Us - At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

Job Responsibility

The role is supporting large Vodafone Global IoT Customers in China, with focus on the Automotive and mHealth industry
The IoT Technical Account Manager (TAM) will provide In Life technical management & operation support to Global IoT Customers and be accountable for the technical presales and post support of contracted IoT Services & Solutions
The TAM will be responsible for driving continual technical service improvement, delivering in life service improvement plans and tracking completion according to customer committed timescales, leveraging stakeholder support as required
The TAM will manage third parties operational process, performance and relationship
The TAM may be required to work from or be based from an external customer facility for periods of time required by customer
TAM will be required to coordinate testing/troubleshooting with many different support teams between customers and Vodafone, possibly across many global regions/time zones
Accountable for all Technical Service Operations to nominated customers and technologies
Diagnosing faults and working with internal teams to drive continual service improvement
Become knowledgeable of the complete solution and have the technical aptitude to troubleshoot
Flexibility to work as an individual or within a team environment
Take ownership of customer technical project after implementation and act as central point of contact to all stakeholders
Support account teams in a pre-sales capacity acting as an expert on Vodafone Global IoT products and services
Provide a single technical point of contact for the customer
Ensure that service delivery targets are met or exceeded
Overseeing Customer Reporting / KPI's
Ensure compliance of contractual obligations and associated SLA's
Ensure that all 'out of scope' or chargeable work is billed / logged accurately
Manage technical & operational escalation requests
Liaise with Customer representatives daily, including C-Level engagement
Attend and present at customer meetings covering both technical and non-technical topics
Manage escalation of calls to third parties as and when needed
Pro-active, organised & reliable, conducts themselves in a professional manner
Liaise closely with Service Desk and Technical Teams in resolving reported issues
Ensure the escalation process is followed on all high priority calls
Ensure correct prioritisation of customer incidents
Manage and conduct technical & operational support team training

Requirements

Excellent written and verbal communications in Mandarin and English
Excellent ability to manage customer relationships, their expectations (and define acceptance criteria), and translate requirements of business and customer into technical delivery teams
A proven track record of success in service management delivery in a technology industry
Experienced in KPI Reporting
The ability to be an effective team player is essential
Experience as customer facing technical engineer
Have experience in successfully managing global customers and a proven track record in negotiating /influencing at a senior stakeholder level
Must have a strong operational background, in a technical account management role and experience of working with IoT technologies
Have a flexible nature and will be able to adapt quickly to new technical products entering the Global IoT Portfolio in a large MNO
TAM must have an advanced knowledge level of networking and mobile and enterprise network related protocols and routing schemas, i.e. TCPIP, UDP, BGP, IPSec
TAM must have an advanced knowledge of mobile network infrastructure and understand their relationship to the customer device some areas of emphasis would be: 4G/5G SA and NSA and LPWA
IMS, VoLTE, eCall and NG eCall
API knowledge, both REST and SOAP
Analytics and Cloud Capabilities
TAM must have knowledge of Mobile Device Modules, Chipsets and SIM technologies

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Iot Technical Account Manager

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