As a Senior Tech Support Manager, you will continually identify and develop a pipeline of prospects and new funnel opportunities for the TCS team. You will be responsible for working with Sales leaders to generate pipeline opportunities and help build relationships to creatively expand the existing relationship or acquire new relationships. You will be the point of contact for Sales on custom TCS portfolio beyond Support Plans. You will ensure the internal TCS team is fully equipped with the knowledge to sell and deliver the new TCS portfolio items.
You will develop a positive relationship with Sales and customers in the targeted accounts or territories. You understand the organization, structure, and business model of customers and develop relationships with decision makers, and technical operatives to ensure efficient communication and productivity.
Your main responsibilities include:
Innovating and building new TCS portfolio in line with global needs identified by the Sales team and customersPromoting and selling the full breadth of TCS support and packages to new and existing customers while maintaining and sustaining successful ongoing relationships with key decision makersKeeping Sales collaterals fresh for Sellers to effectively upsell and cross sell various support plans, onboarding plans, customer success management and resident engineer packagesCollaborate with sales teams to ensure proposals align with client needs and company capabilitieResponsible for enabling a strong pipeline of opportunitiesProvide sales support materials and conduct product demonstrations like Participate in client meetings and presentationsUnderstanding pricing structures and enable Sales to negotiate contracts Build and maintain strong relationships with clients and stakeholdersLooking after queries, customer concerns and actions quickly and efficiently during the presales stage, maintaining great communication at all times and providing a regular flow of information which contributes to the overall customer experienceWorking closely with regional TCS leaders to help them in the customer and Sales interlock process as required during the presales process Who are you?You can be successful in this role if you possess the following skills, competencies and experience.
Bachelor’s degree in engineering, business or related fieldsPossess 10+ years of work experience in technical account managementExperience in customer success and technical support domainAbility to engage with senior executives within large customers and partnersHigh energy, independent, self-motivated, enthusiastic, ambitious, goal-oriented, and success drivenValidated skills in technical account management, planning and deliveryStrong negotiation, interpersonal, and presentation skillsCreative thinker willing to challenge status quo with new ideas, new approaches, and new solutions, while deeply understanding and respecting what works todayStrong understanding of Software development lifecycle and experience in java/Python/AWS/cloud is preferredStrong GIS background highly desirable. Strong communication skills in English Who are we?
HERE Technologies is a location data and technology platform company. We empower our customers to achieve better outcomes – from helping a city manage its infrastructure or a business optimize its assets to guiding drivers to their destination safely.
At HERE we take it upon ourselves to be the change we wish to see. We create solutions that fuel innovation, provide opportunity and foster inclusion to improve people’s lives. If you are inspired by an open world and driven to create positive change, join us. Learn more about us on our YouTube Channel.
About the Role:
This role will primarily focus on expanding the technical customer support portfolio and working with Sales team across different regions to understand any niche requirements unaddressed today, help in upselling and cross-selling the various Technical Support portfolio and customer success management packages.
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