Customer Account Support Manager 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