Technical Account Manager, EMEA

Job description

Title: IT/Broadcast Technical Account Manager (TAM)

 

 

Role
As the preferred technical point of contact, the Technical Account Manager is a trusted business advisor to key customers providing valuable guidance and optimization of their Dalet solution for smooth operations. By maintaining a long-term relationship and behaving as a customer advocate, the Technical Account Manager develops the customers satisfaction and gains their confidence for successful support contract renewals, expansions and recurrent business. 

 

This support work will be done via phone, email, through remote connection software, and on site. Your main responsibilities will cover the support contract management as Accountable for the SLA fulfilment and Customer Satisfaction. You will 

  • Be the preferred point of contact for customers under support contract, for contract management related activities (incl. escalation, process issues, ...) 
  • Provide technical support leadership on the managed contracts Interface between the customers and internal departments,  incl.Regional Support Centres, Technical Expertise Centre, Projects, R&D, Product Management  teams 
  • Cover regular customers visits & on site reviews 
  • Develop preventative maintenance, including maintenance plan and heath checks 
  • Decide and implement corrective action plans when necessary, as accountable for the fulfilment of the service level and issues resolution Implement corrective action plans when necessary,  
  • Ensure a proper support coverage with third party vendors 
  • Maintain up to date the CRM (Tickets and SLAs), in sync with the customer tracking system when relevant,
  • Ensure that data is accurate, and properly indexed in a timely manner, with all the public/private information related to the support contracts and tickets 
  • Escalate the most impacting issues appropriately in the Dalet organisation: R&D, Product Management & Top Management, as needed Maintain, when relevant, the required level of inventory (support spares parts) available and up to date 
  • Perform installed base inventory on request Conduct satisfaction surveys 
  • Anticipate on customer expectations 
  • Measure the performance & Track support costs

Requirements

The successful TAM will have the flowing skills and experience: 

* Excellent communication skills

 * Advanced IT/Windows experience is a must. (installation, configuration, registry, etc.). 

 * Video / Broadcast / Media or File based video/audio formats.

* Knowledge of Network (TCP/IP), Database (SQL), Storage. 

 * Degree educated in computer sciences or 5 years minimum experience working in a software support position.

* Analytical, Organized, Self-starter, Appropriate sense of urgency 

 * spoken and written French communication skills would be a big plus 

 * Working in an international environment, handling complex "escalated" support situations and customer facing relationship. 

 * Ideally outwardly facing (client) software support. 

* International mobility 

 

* The successful candidate will be a commercially aware individual, also able to participate in pre-sales activities

 

Broadcast experience is a big plus and candidates with experience in the Broadcast industry (Ingest, Media processing, Scheduling, MAM,  Playout etc) will be looked on very favourably. 

 

You will have opportunities to receive training as part of the job. 

You will be highly motivated and capable of working independently.

Interpersonally you will be an enthusiastic & motivated team player with good communication skills.