Technical Account Manager

## Role Profile Role title: IoT Technical Account Manager Function: Technical Sales Department: Sales Location: Shanghai or Beijing/China ## Join Us At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact. Role purpose • The role is supporting large Vodafone Global IoT Customers in China, with focus on the Automotive and mHealth industry • The IoT Technical Account Manager (TAM) will provide In Life technical management & operation support to Global IoT Customers and be accountable for the technical presales and post support of contracted IoT Services & Solutions. • The TAM will be responsible for driving continual technical service improvement, delivering in life service improvement plans and tracking completion according to customer committed timescales, leveraging stakeholder support as required • The TAM will manage third parties operational process, performance and relationship. • The TAM may be required to work from or be based from an external customer facility for periods of time required by customer. • TAM will be required to coordinate testing/troubleshooting with many different support teams between customers and Vodafone, possibly across many global regions/time zones. Impact on the business • Accountable for all Technical Service Operations to nominated customers and technologies • Diagnosing faults and working with internal teams to drive continual service improvement. • Become knowledgeable of the complete solution and have the technical aptitude to troubleshoot • Flexibility to work as an individual or within a team environment. • Take ownership of customer technical project after implementation and act as central point of contact to all stakeholders • Support account teams in a pre-sales capacity acting as an expert on Vodafone Global IoT products and services. ## What you’ll do Key accountabilities and decision ownership: • Provide a single technical point of contact for the customer • Ensure that service delivery targets are met or exceeded. E.g., agreed Service Levels • Overseeing Customer Reporting / KPI’s • Ensure compliance of contractual obligations and associated SLA’s • Ensure that all ‘out of scope’ or chargeable work is billed / logged accurately. Customers, supplier and third parties • Manage technical & operational escalation requests. • Liaise with Customer representatives daily, including C-Level engagement • Attend and present at customer meetings covering both technical and non-technical topics • Manage escalation of calls to third parties as and when needed. Leadership and teamwork • Pro-active, organised & reliable, conducts themselves in a professional manner • Liaise closely with Service Desk and Technical Teams in resolving reported issues. • Ensure the escalation process is followed on all high priority calls. • Ensure correct prioritisation of customer incidents • Manage and conduct technical & operational support team training ## Who you are Core competencies, knowledge and experience: • Excellent written and verbal communications in Mandarin and English • Excellent ability to manage customer relationships, their expectations (and define acceptance criteria), and translate requirements of business and customer into technical delivery teams • A proven track record of success in service management delivery in a technology industry • Experienced in KPI Reporting • The ability to be an effective team player is essential Must have technical /professional qualifications: • Experience as customer facing technical engineer Knowledge and experience...