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 organizations unique needs.
As a Customer Success 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 CSM 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 CSM 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.
responsibilities :
Maintaining good relationships and direct contact with enterprise customers and partners
Supporting a customer in contacts with 3rd party Information Technology vendors
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 3% of time.
requirements-expected :
Fluency in English including business and technical is obligatory
Fluency in French or Spanish would be a great benefit
Experience in a Service/Support/Technical Account Manager role in IT/Telco/Mobile Industry is a must
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
offered :
Friendly working atmosphere
Opportunity to work in multiple projects
Working with the latest technologies on the market
Flexible working hours
Wide range of trainings and a huge support in developing algorithmic skills
PC workstation/Laptop + 2 external monitors
Office in Warsaw Spire near metro station
Attractive relocation package
Hybrid model
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
