B2B Enterprise Tech Support (ETS) Support Account Manager

Position Summary

We’re looking for a Support Account Manager who is customer-focused, fluent in business English, and confident working in complex enterprise IT environments.

Role and Responsibilities

• Maintaining good relationships and direct contact with enterprise customers and partners.
• Supporting a customer in contacts with 3rd party Information Technology vendors.
• Identifying potential gaps and expansion opportunities (conducting mobility assessments, reviewing mobility strategy, maintenance reviews, etc.).
• Educating customers on how existing products and new solutions work, and how it can contribute to their business growth.
• Keeping customer informed about upcoming updates/changes within Samsung Android and Knox platform.
• Conducting product trainings for customer and partner representatives, sharing business, technical, and product knowledge.
• Managing all the aspects of the service account related to Post-Sales/maintenance (technical and non-technical).
• Acting as a customer advocate to ensure customer’s escalations are resolved in due time, collecting VOC and building internal knowledge base.
• Visiting customer’s onsite to perform quarterly business and tactical operational technical reviews.
• Close cooperation with Sales Department teams to build relationship with decision makers (C-level, directors, senior managers), business contacts, and other influencers.
• Close cooperation with Pre-Sales to ensure smooth transition and continuous customer support.
• Abroad traveling up to 5% of time.

Skills and Qualifications

• Bachelor's degree in computer science, Engineering, Information Technology or related field
• Fluent English (including business and technical)
• Min 2 Years experience in a Service/Support/Technical Account Manager role in IT/Telco/Mobile Industry
• Experience with mobile operating systems (Android)
• Proficiency in MS Office
• Good understanding of IT processes, services and technical project management.
• Professional experience with Mobile Device Management (MDM) Solutions (Intune, Ivanti, Omnisa, Knox Manage etc.)
• Professional experience with traditional IT systems and solutions like email systems, workgroups solutions, communication networks, security solutions and SW/HW operating infrastructure.
• Excellent interpersonal skills, positive attitude
• Fundamental literacy in data analysis and reporting
• Dynamic and open-minded person, not afraid of challenges, flexible and open to changes.
• Strong ability to organize work schedule to ensure deadlines are always met.
• Experienced in leading business meetings on C/Director-level or Senior Managers.
• High competency level in delivering presentations.

• This position will be hired under a third-party contract (12 months).

* Samsung has a strict policy on trade secrets. In applying to Samsung and progressing through the recruitment process, you must not disclose any trade secrets of a current or previous employer.

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