工作：全职
薪资：丰富经验基础上的富有竞争力的薪资、奖金和福利

这个职位将通过为TMO合作伙伴和直接客户提供支持与执行来保持客户满意度，增加客户黏性，增加营收。
为客户提供优质服务是我们*宝贵的资产之一。 您将成为TMO服务产品运营和技术支持团队中不可或缺的成员。
您将在与技术团队合作确定问题，解决问题的过程中，培养客户的信任。
您也将制定可执行的客户发展计划，定义客户满意度增长策略，成功的衡量标准是客户满意度，客户合约渗透率，续订率。

*客户支持
您将快速准确理解客户需求以及相应的技术和业务影响，
与客户保持良好的日常沟通, 帮助客户解决TMO产品和服务相关的使用和技术问题，
和技术，运营，销售团队紧密合作和管理客户，
创建电商或营销服务的新方法和实践，
通过培训和技术演示引导客户，
参与，创建和分享解决问题的知识库文章，
定义，协调和优先排序客户反馈，并将其转化为开发需求，以便不断增强TMO服务。此外，您还将与技术和产品管理团队合作实施这些增强功能，
与英语，与多元文化团队合作，用中/英语进行商务沟通

*客户管理
协助项目负责人进行项目管理和执行实施，
项目常规数据收集、汇总、分析，并及时汇报反馈项目进展，
对内协调相关技术、营销团队，配合项目负责人制定客户有效维护方案并跟踪执行，
完成日常运维工作，完成其他临时性任务，
对解决方案型销售技术的了解并销售相应解决方案，能完成方案撰写、整合，并向客户进行提案，
对销售和技术充满热情，成为公司发展的推动者。

*所需的技能和经验

计算机科学学士学位/大学学位，类似的信息技术相关学科或工商管理
3-5 年的工程、系统管理、工程支持或咨询经验。
需要流利的普通话和工作高效的英语电话和写作技巧。
具有 UNIX shell 脚本、Perl、Java 的经验。
深入了解 HTTP、SSL、DNS、网络路由、常用网络协议 (TCP/IP) 和工具（ping、traceroute)
网络编程知识（HTML、JavaScript、ASP、JSP）。
较强的分析能力和技术写作能力； 优秀的沟通者，能够以清晰的方式向业务和技术受众传播信息。


Account Manager
Full time position
Salary: competitive salary and commission package based on experiences

This role is dedicated to improving customer satisfaction and increasing revenue through customer support working in tandem with TMO Partners and our direct accounts.

The excellent service we bring to our customers is one of our most valuable assets.
You will be an integral member of a team responsible for providing the operational and technical support on TMO services and applications they use.
You will be critical in maintaining the trust of our customers when working with our technical teams to define the issue, resolve it, or enlist a cross-functional team to resolve it.

This role also develops actionable account plans that define customer satisfaction growth strategies. Success is measured by Enterprise Agreements penetration, high renewal rates, increasing customer satisfaction.

Responsibilities

*Customer support

Demonstrate Customer Orientation: You are able to understand quickly what the customer wants and the associated technical and business impact.
Work and resolve problems and technical issues reported from our customers related to TMO’s products and Infrastructure.
Work closely with, and manage issue-specific cross-functional teams composed of Technical, Operations, Sales.
Develop methods and best practices for delivering outstanding service.
Participate to share knowledge through creation of knowledge base articles about solved issues.
Define, coordinate, and prioritize customer feedback and convert it to ideas into engineering requirements for future enhancements to TMO"s services, In addition you will team up with Engineering and Product Management to implement these enhancements.
Work with an English speaking, multicultural team.

*Account management

Solid knowledge of the business, customers, partners, TMO strategy and how they work together.
Demonstrated understanding of solution selling techniques and selling cloud based solutions.
Experienced in building strong, collaborative customer relationships with line-of-business and technical roles.
Can navigate a customer through training and technical presentations.
Demonstrated business communication and written skills in the Chinese/English language.
Has passionate attitude for sales and technology as an enabler for a company’s growth.
Demonstrated ability to consistently driving deals within a Partner ecosystem.

*Desired Skills and Experience


BS/University Degree in Computer Science, similar information technology-related discipline or Business Administration
3-5 years’ experience in engineering, systems administration, engineering support or consulting.
Fluent Mandarin and work efficient English phone and writing skills are required.
Experience with UNIX shell scripting, Perl, Java.
In depth knowledge of HTTP, SSL, DNS, network routing, common network protocols (TCP/IP) and tools (ping, traceroute).
Knowledge of web programming (HTML, JavaScript, ASP, JSP).
Strong analytical skills and technical writing skills; excellent communicator who can disseminate information in a clear manner to both business and technical audiences.