Key Service Account Manager

About the role

The Key Service Account Manager will act as the primary technical liaison between our customers and internal teams. You will ensure seamless pre‑sales and post‑sales support, drive service upgrades, and resolve technical issues to maintain high customer satisfaction.

Key responsibilities

• Provide technical support for customers throughout pre‑sales and post‑sales processes.
• Liaise with the sales department to win new business and increase sales.
• Resolve technical issues reported by customers and coordinate internal teams for solutions.
• Prepare and deliver executive‑level status reports to both internal stakeholders and customers.
• Identify opportunities for technical enhancements and develop training sessions for customers.
• Implement continuous‑improvement processes for technical support services.
• Collaborate with product development, technology, and customer care teams to address issues.
• Monitor and mitigate technical risks that could affect customer retention.
• Stay informed on market trends and competitor offerings to guide customer engagement.
• Establish feedback loops, conduct quality assurance, and use data analytics to improve services.

Required profile

• Minimum 5 years of experience in technical account management within the telecommunications sector.
• Bachelor’s degree in Business Administration or Technology.
• Relevant certifications such as Cisco Certified Technician (CCT), Huawei Certified ICT Professional (HCIP) or Cisco Certified Network Professional (CCNP).
• Strong knowledge of ICT and telco products.

Required skills

• Cisco Certified Technician (CCT)
• Huawei Certified ICT Professional (HCIP)
• Cisco Certified Network Professional (CCNP)