Key Service Account Manager

About the Role

stc is seeking a Key Service Account Manager to join their team in Riyadh, Saudi Arabia. This full-time role involves maintaining strong customer relationships, recommending service upgrades, and resolving technical issues through collaboration with internal teams and customers. The role holder will drive strategic enhancements to ensure customer satisfaction and optimize service delivery in line with business needs and industry standards, operating within established business policies and procedures.

Key Responsibilities

• Act as the primary technical interface for customers.
• Provide technical support to customers during both pre-sales and post-sales processes.
• Collaborate with the sales department to secure new business and increase sales.
• Resolve technical issues reported by customers.
• Prepare and deliver executive-level summary status reports to internal stakeholders and customers.
• Work with internal teams to address and resolve customer-encountered issues.
• Identify opportunities for technical support and enhancement to meet customer needs and maintain a competitive edge.
• Develop and conduct technical training sessions for customers to improve their understanding and utilization of products or services.
• Implement processes for continuous improvement in technical support services, ensuring efficient and effective customer needs fulfillment.
• Collaborate with cross-functional teams, including product development, stc Technology, and customer care, to resolve customer issues.
• Identify and mitigate technical risks that could impact customer satisfaction or retention through proactive measures.
• Stay informed about market trends and competitors' offerings to provide insights for customer engagement strategies.
• Establish a robust feedback loop with customers to gather insights on experiences, pain points, and suggestions for product and service enhancements.
• Implement quality assurance measures to ensure technical support services meet defined standards and exceed customer expectations.
• Utilize data analytics and customer feedback to inform decisions on service improvements, feature updates, and overall customer satisfaction initiatives.
• Perform other job-related responsibilities and tasks as directed by the line manager.

Experience and Qualifications

Candidates should possess 5-10 years of relevant experience in a similar role. Specific educational qualifications were not provided but are typically commensurate with the experience required for a Key Service Account Manager position.

Work Environment

This is a full-time position based in Riyadh, Riyadh, Saudi Arabia. The role requires close collaboration with various internal teams and direct interaction with customers.

Application Process

Further details regarding the application process and salary will be disclosed during the recruitment stages.