Technical Account Manager – Mobile Device Management & Enterprise Support Ao7157632

Technical Account Manager – Mobile Device Management & Enterprise Support

Enterprise Support Account Manager

Top skills: Relationship Builder, Responsiveness, Critical Thinker under pressure

Schedule: Hybrid, 4 days in office. Friday WFH/remote

Key Responsibilities/Requirements:

Position Requirements:

• 5+ years of relevant work experience in customer success, consulting, post-sales technical account management and similar roles

• 3+ years of experience and familiarity with Android smartphones from an enterprise standpoint, including Mobile Device Management and Samsung Knox.

• Bachelor's Degree

• Previous Experience in working with complex, multi-divisional, multi-geographical customers

• Project management certification or previous on the job project management skills with ability to manage multiple simultaneous tasks and prioritize/re-prioritize as necessary

• Excellent problem-solving abilities and ability to communicate clearly, both written and oral

• Excellent presentation skills and ability to speak to multiple audiences (i.e.: executive, business, technical)

• Driven, self-motivated, enthusiastic, and with a "can do" attitude

• Ability to influence decision-making in a rapidly changing environment

• Ability to work cross-functionally in a fast-paced environment

Responsibilities:

• Own the ultimate responsibility for the customer's on-boarding, adoption, satisfaction and advocacy across a portfolio of mobile services

• Develop a trusted advisor relationship with customer stakeholders, executive sponsors and partners to drive device adoption to ensure they are leveraging the solution to achieve full business value

• Develop a comprehensive understanding of typical business challenges faced by customers

• Serve as a customer advocate in influencing product roadmap and improvements

• Manage customer escalations and issue management and prioritization

• Manage Device Protection programs SC+ for Business Elite+

• Manage performance metrics: CSAT, Renewal rate, Reference-ability, Renewal likelihood, Adoption, Consumption, and Customer Engagement. Identify renewal risk and collaborate with internal teams to remediate

• Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed

• Partner effectively with other groups within Samsung, including Sales, Product Management, Legal, and others

• Contribute to the whole unit's success as a team player