Technical Account Manager - Sydney

Company: AC3
Your Application: You have not applied yet
Location: Sydney, Australia
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JOB DESCRIPTION
Why this role exists
Our Technical Account Managers are technical subject matter experts and trusted advisors, helping customers to realise the potential of technology. To ensure our customers always receive the highest standard of support they love and expect, in this role you’ll be the primary technical point of contact for customers and internal teams for customer environments.
Role Context
Working with customers and internal teams the Technical Account Managers oversee all technical requests relating to customer environments. You will act as the technical subject matter expert for customers, both within AC3 and internal projects whilst providing expert guidance on where AC3 services can assist customers to achieve business outcomes. You will work closely with all technical teams to ensure AC3 delivers excellent service levels to our customers.'
Act as the primary technical point of contact for key accounts Act as the final technical escalation point or 'Technical Guru’ on key assigned customers and refer any unsolved problems/faults to specialists. Develop and maintain specialist knowledge and skill in supported products and in services associated with supported products, as required. Maintain visibility of all key assigned customer related issues and provide input and technical direction for expedited resolution. Act as an escalation point for technical incidents and enquiries. Identify more complex technical issues for escalation to specialised staff and vendors and effectively leverage the pre established escalation process. Maintaining current knowledge and hands on skills for key technologies that are in use / of interest to your customers.
Regularly participate in vendor meet ups , conferences, or seminars and represent your customers’ interests and challenges at these
events to seek industry guidance on proven and best practices. Actively identify and pursue opportunities for continuous improvement and record these in a Continual Improvement Register. Deliver outstanding customer support  Drive team members to proactively add items to customer backlogs, resulting in an exceptional customer experience and greater utilisation of the DevOps Support and Platforms & Cloud Operations teams  Support customers by ensuring you maintain visibility on any escalated and/or critical incidents Log and prioritise all requests/incidents accurately through ITSM tool and customer tools (where required). For all requests/incidents ensure exceptional & frequent communication with customers. Attend Customer Success management meetings and take ownership of continual improvement initiatives relating to the DevOps Support and Platforms & Cloud Operations teams Own the customer onboarding and disengagement process with regards to services provided by your function. Closely collaborate with Sales and assist them in developing Customer Account Plans. Your experience to be considered 5yrs + in Systems Admin / Systems Engineer and operational roles  Excellent communication skills, ability to influence from C-suite down  Solid understanding of AWS Experience within a large, complex enterprise level organisation Proven ability to influence stakeholders at all levels  Proven analysis skills If you have what it takes, and want to join a fast growing, customer centric organisation that places high emphasis on internal culture, please apply now with your current CV for more details 
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