Oferta pracy

Support Account Manager with English and French

Samsung R&D Institute Poland

  • offer expired 21 days ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular), senior specialist (Senior)
  • hybrid work

Samsung R&D Institute Poland

plac Europejski 1

Wola

Warszawa

Technologies we use

Expected

  • Mobile Device Management

  • MDM

  • mobile operating systems

Optional

  • Android

  • iOS

  • Tizen

  • Vmware

  • Intune

  • FAMOC

  • MaaS360

  • Blackberry

  • MobileIron

About the project

As an Enterprise Technical Support we provide direct after-sales technical support and troubleshooting of mobile related issues in enterprise IT environment, which keeps customer’s mobile workforce working efficiently. Our B2B customers are located in the whole EMEA region. Our experts are ready to conduct proactive assessment, provide reliable support, handle escalations of various sorts/degrees, as well as tailor solutions to fulfill B2B organization's unique needs.

As a Support Account Manager you will serve as an extension of the customer’s team, working closely with the entire Enterprise Technical Support organization to help ensure consistent management and prioritization of critical support issues and mobility projects. The SAM is the customer’s trusted advisor and advocate within Samsung who assists in expediting cases within Enterprise Technical Support, helping to allocate the right resources and assisting in escalating support tickets. The SAM is not just reactive in nature but can collaborate with customers/partners and IT departments to proactively review the mobility deployment strategy, identify challenges that might occur, and suggest remediation approaches and solutions to those challenges before they impact the customer’s business.

Your responsibilities

  • Maintaining good relationships and direct contact with enterprise customers and partners

  • Supporting a customer in contacts with 3rd party Information Technology vendors

  • Identifying potential gaps and expansion opportunities (conducting mobility assessments, reviewing mobility strategy, maintenance reviews, etc.)

  • Educating customers on how existing products and new solutions work, and how it can contribute to their business growth

  • Keeping customer informed about upcoming updates/changes within Samsung Android and Knox platform

  • Conducting product trainings for customer and partner representatives, sharing business, technical, and product knowledge

  • Managing all the aspects of the service account related to Post-Sales/maintenance (technical and non-technical)

  • Acting as a customer advocate to ensure customer’s escalations are resolved in due time, collecting VOC and building internal knowledge base

  • Visiting customer’s onsite to perform quarterly business and tactical operational technical reviews

  • Close cooperation with Sales Department teams to build relationship with decision makers (C-level, directors, senior managers), business contacts, and other influencers

  • Close cooperation with Pre-Sales to ensure smooth transition and continuous customer support

  • Abroad traveling up to 5% of time

Our requirements

  • Fluent English (including business and technical) as well as very good knowledge of French

  • Experience in a Service/Support/Technical Account Manager role in IT/Telco/Mobile Industry

  • Experience with mobile operating systems (Android, iOS, Tizen)

  • Professional experience with Mobile Device Management (MDM) Solutions (Vmware, MobileIron, Blackberry, MaaS360, FAMOC, Intune etc.)

  • Excellent interpersonal skills, positive attitude

  • Professional experience with traditional IT systems and solutions like email systems, workgroups solutions, communication networks, security solutions and SW/HW operating infrastructure

  • Degree in Computer Science, Engineering, Information Technology or related field

  • Proficiency in MS Office

  • Fundamental literacy in data analysis and reporting

  • Good understanding of IT processes, services and technical project management

  • Dynamic and open-minded person, not afraid of challenges, flexible and open to changes

  • Strong ability to organize work schedule to ensure deadlines are always met

  • Experienced in leading business meetings on C/Director-level

  • High competency level in delivering presentations

What we offer

  • Friendly working atmosphere

  • Knowledge sharing internally and externally

  • Monthly integration budget

  • Possibility to attend local and foreign conferences

  • Start of work between 7 a.m. and 10 a.m.

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • life insurance

  • corporate products and services at discounted prices

  • integration events

  • dental care

  • no dress code

  • leisure zone

  • pre-paid cards

  • redeployment package

  • baby layette

  • employee referral program

  • charity initiatives

  • unlimited free access to Copernicus Science Center

  • mentoring program

  • psychological support

  • possibility to test new Samsung products

  • work in Korea as a part of our Mobility Program

Samsung R&D Institute Poland

If you share our faith in the power of technology that changes reality, you work with passion, you have a curiosity about the world and you still want to learn - this is the place for you, and we know what types of working conditions to create to foster your development. We are looking for people who can turn bold visions of the future into projects and products that will serve millions of people around the world.

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