Technical Account Leadership:

• Act as the primary technical advisor for a portfolio of enterprise customers, ensuring their ICT infrastructure and solutions are fully optimized.
• Build and maintain strong, trusted relationships with key customer stakeholders, including IT managers and C-level executives.
• Understand customers' business goals, technical environments, and challenges to offer tailored ICT solutions that align with their needs.

Solution Design and Deployment:

• Collaborate with internal teams to design and implement ICT solutions, including network infrastructure, cloud services, cybersecurity, and enterprise applications.
• Oversee end-to-end deployment and integration, ensuring projects are completed on time, within scope, and to customer satisfaction.
• Provide guidance on the best practices for deploying, managing, and scaling ICT solutions to meet customer requirements.

Technical Support and Troubleshooting:

• Provide advanced technical support, troubleshooting complex issues related to ICT solutions, including networking, cloud, virtualization, and cybersecurity.
• Manage and resolve escalated technical problems, ensuring quick resolution and customer satisfaction.
• Proactively identify opportunities to improve customers' ICT performance and prevent is-sues before they arise.

Customer Success and Retention:

• Drive the overall success of customers' ICT environments by ensuring that all services are running smoothly and efficiently.
• Track and measure key performance indicators (KPIs) related to system performance, customer satisfaction, and solution uptime.
• Develop and deliver periodic reviews and reports to customers, outlining the health of their systems, any issues, and recommended improvements.

Strategic Guidance and Consultancy:

• Provide strategic technical guidance to clients, advising them on how to leverage new technologies and trends, such as cloud computing, automation, and AI, to improve their business operations.
• Help customers with long-term planning, including roadmap development, capacity planning, and technology upgrade strategies.

Escalation Management:

• Manage high-priority escalations, ensuring timely resolution and effective communication with both customers and internal teams.
• Work closely with internal technical teams, including network engineers, solution architects, and product managers, to ensure the successful resolution of issues.

Knowledge Transfer and Training:

• Provide ongoing technical training and knowledge transfer to customers, ensuring they are equipped to manage and maximize their ICT solutions independently.
• Develop customer-facing documentation, including guides, FAQs, and best practice re-sources.

Collaboration and Cross-Functional Support:

• Collaborate with sales, product development, and engineering teams to ensure alignment between customer needs and product offerings.
• Provide technical feedback from customers to drive product improvements and innovation.

Continuous Improvement:

• Stay current with emerging ICT technologies, industry trends, and best practices to continuously improve customer solutions.
• Actively contribute to the development of internal processes, tools, and resources to enhance service delivery and operational efficiency.

Building relationships:

• Working with customers to build strong relationships and ensure customer satisfaction

Tracking metrics:

• Keeping track of account metrics and reporting on product performance to stakeholders

Identifying growth opportunities:

• Identifying areas for improvement and growth and upselling or cross-selling our products or services.

Managing cases:

• Making sure customer cases get the attention they need, and handling cases personally or assigning them to others
• Learning customers’ setup, typical workflows, goals, and how they (can) use your products or services to better serve their tasks and goals.
• Helping customers attain value from the products or services they’ve purchased, ideally assisting them in gaining more value than they anticipated. Assisting sales and marketing with information about product specifications.
• Monitoring common technical support questions and creating scripts for handling those support requests on a scale.
• Writing and editing SOP if needs, related to connectivity, ICT.
• Identify solutions to reduce support costs and analyze customers’ needs and suggest up-grades or additional features to meet their requirements.
• Liaise with the sales department to win new business and increase sales.

Education:

• Bachelor’s degree in Information Technology, Computer Science, Telecommunications, Engineering, or a related field (preferred)

Experience:

• 5+ years of experience in technical account management, IT consulting, or enterprise-level ICT support.
• Proven experience in managing ICT solutions across areas such as networking, cloud computing, virtualization, and cybersecurity.
• Deep understanding of ICT infrastructure, systems integration, and enterprise-level applications.

Technical Skills:

• Strong technical expertise in networking technologies, including routing, switching, and VPNs.
• Knowledge of cloud services (e.g., AWS, Microsoft Azure, Google Cloud), virtualization (VMware, Hyper-V), and enterprise storage solutions.
• Familiarity with cybersecurity best practices, firewalls, identity management, and net-work security solutions.
• Proficient in troubleshooting complex technical issues, systems integration, and performance tuning.

Certifications (Preferred but not required):

• Cisco Certified Network Professional (CCNP) or similar networking certifications.
• AWS Certified Solutions Architect or similar cloud certifications.
• ITIL Foundation or advanced certifications.
• Certified Information Systems Security Professional (CISSP) or other cybersecurity certifications.

Soft Skills:

• Exceptional communication and interpersonal skills, with the ability to articulate complex technical concepts to non-technical stakeholders.
• Strong problem-solving abilities and a customer-first approach to technical support.
• Excellent project management skills, with the ability to manage multiple projects and priorities simultaneously.
• Strong presentation and documentation skills.