Summary
Technical Account Manager (TAM) is tasked with managing a portfolio of selected portfolio of customers, providing expert advisory services, and fostering proactive relationships.
Job description
In this role, maintaining regular contact with customers and continuously monitoring their health is crucial. The TAM will guide customers through onboarding to ensure they achieve full value and understanding of ESET's products or services, serving as the primary point of contact throughout the customer's relationship. The TAM must possess a comprehensive understanding of customers' solutions, providing basic troubleshooting and advisory services. Driving product adoption, as does internal collaboration to mitigate renewal risk and advocate for customer needs. Keeping on track with ESET's product offerings and spearheading customer advocacy initiatives are essential responsibilities. Moreover, if customers demonstrate interest in upgrading to a higher tier of product or service, or express a desire for early renewal, the TAM refers them to the Sales Department and work together to provide seamless experience to the customer.
FUNCTIONAL RESPONSIBILITIES AND DUTIES
• Manage a portfolio of selected customer, guide customers through onboarding and provide expert advisory services.
• Present the service to the customer and ensure that their expectations align with the service's scope.
• Complete the initial assesment forms with customers.
• Ensure customer satisfaction with the service. Update the customer on the progress of unresolved technical support cases or reported detections/incidents.
• Organize and lead periodicall call with customers.
• Proactively inform customers about new releases, EOL updates, and other relevant information.
• Carry out other work according to the instructions of a managing employee in accordance with the activity of the department and the company.
Education:
• Masters degree (completed IT-related education or equivalent qualification)
Experience:
• Years of work experience: 4
Knowledge:
• Theroretical and practical knowledge in the IT environment
• Understanding of operating systems (Windows, macOS, Linux), network architecture and application software
• High analytical skills and structured way of working
Language:
• Italian, English B2
Communication:
• Very good verbal and written communication
Primary location
Milan
Additional locations
Time type
Full time
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What We Do
For more than 30 years we have been here helping to watch over and protect progress. Over a billion users worldwide rely upon ESET’s solutions to stay secure from increasingly sophisticated digital threats. ESET´s award-winning IT security software and services provide protection in over 200 countries and territories worldwide, with its software localized into more than 30 languages.
Meanwhile, the world continues to move forward at pace. When ESET was founded, the Internet was in its infancy. Now technology is part of everything we do and is central to the continued advancements in our society. Most of the time technology does just what it is supposed to, but in order to ensure continued progress in the digital age we need someone to question what’s going on in the background.
And that’s why we are here – to continue protecting technology from threats, enabling everyone to fully embrace it’s potential and rely on it.
Put simply - when technology enables progress, ESET is here to protect it.
ESET - Progress. Protected.
Visit www.eset.com to learn more
