Technical Account Manager

Summary

Technical Account Manager (TAM) is tasked with managing a portfolio of selected portfolio of customers, providing expert advisory services, and fostering proactive relationships. The TAM will guide customers through onboarding to ensure they achieve full value and understanding of ESET's products or services, serving as the primary point of contact throughout the customer's relationship.

Job description

MAIN RESPONSIBILITIES

• Manage a portfolio of selected customer, guide customers through onboarding and provide expert advisory services.

• Present the service to customers and ensure that their expectations align with the service's scope.

• Drive product adoption, as does internal collaboration to mitigate renewal risk and advocate for customer needs.

• Complete initial assesment forms with customers.

• Ensure customer satisfaction with the service. Update the customer on the progress of unresolved technical support cases or reported detections/incidents.

• Organize and lead periodical call with customers.

• Proactively inform customers about new releases, EOL updates, and other relevant information.

• Carry out additional tasks according to the instructions provided by the manager in accordance with the activity of the department and the company.

REQUIREMENTS
Education:
• Bachelor or Master Degree (completed IT-related education or equivalent qualification)

Experience:
• 3-4 years of work experience

Knowledge:
• Theoretical and practical knowledge in the IT environment
• Understanding of operating systems (Windows, macOS, Linux), network architecture and application software
• High analytical skills and structured way of working

Language:
• English B2, Italian native

Communication:
• Very good verbal and written communication

Primary location

Milan

Additional locations

Time type

Full time