The account Support Manager role has been designated as 'Hybrid', which means you will work both in and outside the office (in Guadalajara City).
**What would you do?**
- Develop and maintain a strong understanding of organization service offering, value propositions, and contractual requirements to manage different size accounts.
- Communicate clearly and concisely to maintain alignment, manage expectations, enable successful outcomes, and demonstrate our company value.
- Begin to understand the customer's industry and develop technical knowledge.
- Utilize account support planning to identify customer's business needs, key stakeholders, and objectives to ensure contractual expectations are correctly set and maintained.
- Leverage active listening and knowledge of the company solutions to identify areas of additional services and incremental revenue growth.
- Balance internal needs with customer needs within defined parameters.
- Partner with key stakeholders to manage issues/risks and develop mitigation/elimination plans.
- Support customers in business and technical problem management by connecting them to broad capabilities and expertise within the organization.
- Identify potential customer satisfaction issues and proactively alert management.
- Enable your curiosity and innovation to identify and recommend process improvements and operational efficiencies.
**What will you need to be successful?**
- Well versed in core technologies (Compute, Storage, Cloud, etc)
- ITIL v3 Foundations certified / ITSM experience is an advantage
- 2+ years' experience in customer service
- Written and verbal communication, presentation, and persuasion skills; mastery in English
- First Level University Degree or equivalent combination of education & experience
- Project Management capabilities
- Ability to develop meaningful relationships in a virtual environment
- Active listening and ability to adjust message effectively and tactfully from technical level up to mid-level management
- Influencing and ability to navigate difficult conversations
- Ability to work in dynamic environment that is continuously evolving, manage multiple priorities and focus on top goals
- Demonstrate basic project management
- Self-starting with desire to learn quickly and develop skills to align with fast-paced market
**We offer**:
- A competitive salary and extensive social benefits
- Diverse and dynamic work environment
- Work-life balance and support for career development
- An amazing life inside the element!
Tipo de puesto: Tiempo completo
Salario: $20,000.00 - $30,000.00 al mes
Horario:
- Lunes a viernes
Prestaciones:
- Seguro de gastos médicos mayores
- Seguro de vida
- Vales de despensa
- Vales de restaurante
Educación:
- Licenciatura terminada (Obligatorio)
Idioma:
- Inglés avanzado (Obligatorio)
Lugar de trabajo: remoto híbrido en 45060, Guadalajara, Jal.
