Key Service Account Manager📣 Job Ad

About the Role

stc is seeking a Key Service Account Manager to maintain strong customer relationships and drive strategic service enhancements. This full-time role focuses on optimizing service delivery and ensuring customer satisfaction through effective technical support and collaboration with internal teams. The successful candidate will operate in accordance with established business policies and procedures.

Role Purpose

The primary purpose of this role is to act as a crucial link between stc and its customers, providing technical support and resolving issues. The Key Service Account Manager will strategically recommend service upgrades, ensure alignment with evolving business needs and industry standards, and contribute to overall customer retention and satisfaction.

Key Responsibilities

• Serve as the technical interface for customers.
• Provide technical support for 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 internally and to customers.
• Work with internal teams to address customer-encountered issues.
• Identify opportunities for technical support and enhancements to meet customer needs and maintain competitive advantage.
• Develop and conduct technical training sessions for customers to improve product/service understanding and utilization.
• Implement processes for continuous improvement in technical support services.
• Collaborate with cross-functional teams, including product development, stc Technology, and customer care, to resolve customer issues.
• Identify and mitigate technical risks impacting customer satisfaction or retention.
• Stay informed on market trends and competitor offerings to guide customer engagement.
• Establish feedback loops with customers to gather insights for product and service enhancements.
• Implement quality assurance measures for technical support services.
• Utilize data analytics and customer feedback for service improvements and satisfaction initiatives.

Experience and Qualifications

• A minimum of 5 to 10 years of relevant experience is required for this position.

Work Type

This is a full-time position.

Application Process

Salary details for this role will be disclosed during the application process.