Technical Account Manager-Europe

1 maand geleden

Rotterdam, Zuid-Holland, Nederland Esri Voltijd

About the Role

We are seeking a highly skilled Technical Account Manager to join our team in Europe. As a Technical Account Manager, you will be responsible for providing world-class technical support to our customers, ensuring they achieve success and make effective geospatial decisions.

Key Responsibilities

  • Utilize account management and problem-solving skills to understand customer needs and provide strategic services to Premium Customers and International Distributors.
  • Provide proactive information and reports to customers, business partners, and international distributors, and participate in conference calls and on-site visits as needed.
  • Develop and follow action plans to expedite resolution times and provide ongoing customer updates.
  • Build long-lasting professional relationships with customers and be familiar with their business goals, architecture, and key stakeholders.
  • Function as an escalation manager for high-priority customer issues and work with the escalation management team to monitor hot fix requests.
  • Understand the critical nature of customer incidents and advocate for them within Esri Support.
  • Work closely with product support analysts to better understand customer requests and escalation.
  • Be resourceful and drive initiatives to grow Extended Support programs and expand services.
  • Leverage cross-divisional resources to define and execute account strategies.
  • Successfully execute account management processes, including account prioritization, resourcing, and planning.
  • Work with distributors to coordinate alignment and collaboration, improving support service capabilities for customers.
  • Participate in identifying areas for workflow and service improvement, as well as recognizing new business opportunities.
  • Develop yourself constantly by learning and staying current on Esri technology and gaining industry knowledge.

Requirements

  • 5+ years of experience in account management, customer success, consulting, customer support, or other B2B customer-facing roles, working with enterprise customers.
  • Experience managing and dealing with large, complex enterprise customers.
  • Excellent verbal and written communication skills to address differentiated needs, speaking to stakeholders at all levels and departments.
  • Strong facilitation and presentation skills, combined with excellent listening, customer-centric mentality, and empathy towards users and customers.
  • This is a hybrid role requiring both business acumen and technical curiosity.
  • The position may require up to 20% travel.
  • Ability to speak, read, and write English and French fluently.
  • Bachelor's degree in geography, business, computer science, or a related field.

Recommended Qualifications

  • Understanding of IT infrastructure and governance, and critical business process management.
  • Awareness of the GIS ecosystem and eagerness to learn more, especially knowledge of Esri Software.
  • Enjoys a close relationship with customers, partners, and internal stakeholders while adhering to Esri culture and values.
  • A true team player, inspiring and leading team members.
  • Relationship builder, inspiring trust, collaborative, and culturally sensitive.
  • Excellent time management and organization skills, handling multiple accounts and assignments simultaneously.
  • Proactive, adaptable, resilient, and with a positive mindset.

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