Job Description
About Company
We are looking for a Technical Account Manager as part of the Customer Success & Support Department.
Your role & responsibilities
- Act as the primary point-of-contact for all technical activities and incidents post launch for assigned customer
- Provide technical support for customers to support pre-sales and post-sales processes
- Conduct regular technical account reviews, architectural reviews, product trainings and workshops, providing insights and analytics
- Be an expert in V-Key’s products and the underlying architecture and provide effective technical consultation to customer
- Responsible for managing the team’s day-to-day operational and ensuring that the team follows the customer implementation process and V-Key’s Internal Process
- Facilitate incident, problem and change management to ensure all reported issues are resolved as per pre-defined SLA
- Collaborate with internal stakeholders (sales development team) to identify new opportunities where our products can better help our customer’s businesses
- Work closely with customer’s internal IT team to plan and align V-Key’s resources with the road map and timeline
- Work closely with V-Key’s product team to communicate product new releases to customer
- Prepare and submit periodical report for all Incidents with the defect details with the status to customer
- Collaborate with cross-functional teams (ie. internal product development, QA, Customer support and Customer Technical team) to resolve incidents and problems through Service Delivery Manager
- Prepare a project plan, dependency register, risk register and implement the project / CR within the committed timeline and with the provided resources
- Monitoring the progress of the project and escalate to the Project Steering Committee on time for any slippage of the project
- Keeping track of project milestone and working closely with V-Key finance team for billing
- Successful candidate may be stationed at client’s premise, following client’s working hours
- During Incidents, the candidate is expected to work after office hours, week-ends and public holidays (whenever required)
Your skills & qualifications
- Bachelor degree or diploma in Computer Science/Engineering or related field
- Minimum 5 years of experience as a Technical Account Manager, Service Delivery Manager or Technical Project Manager roles
- Minimum 2 years of experience in End to End project implementation is a plus
- Experience in managing large external customers, preferably in the banking/ financial sector is a plus
- Solid technical background with understanding of mobile /cyber-security application technologies in software development is preferred
- Knowledge in server side architecture, application servers and related databases is a plus
- A strong self-starter and able to work with minimal supervision
- Ability to work in a dynamic, fast moving and growing environment
- Critical thinker and problem-solving skills
- Excellent verbal and written communication skills required both in English and Vietnamese
- Team player with great interpersonal skills and proficient in the use of the English language, both orally and written
Note: Interested candidates are kindly invited to send your application in English
Benefits for you
- Dynamic, young and friendly environment with enjoyable staffs activities
- Macbook Pro laptop for working
- Base salary package
- Annual leaves with 14 days at the beginning and insurance types following by the Labour Code
- Flexi benefits and leaves as per organization’s policy (birthday leave, personal leave, medical leave, and monthly work from home)
- Performance based reward and recognition
- Healthcare package, company trip, and quarterly team building
- Gifts on Public Holidays
- Working time: 8h30-17h30 Monday to Friday