Smart Screen Asia Hiring! Full Time Technical IT Account Manager in Federal Territory, Earn up to MYR 6,800 - Ricebowl

Key Responsibilities1. Customer Relationship Management

• Serve as the primary technical point of contact for assigned customer accounts.
• Develop strong, long-term relationships with key stakeholders and decision-makers.
• Understand customers' business objectives, technical environments, and operational requirements.
• Conduct regular business and technical review meetings with customers.
• Provide proactive recommendations to optimize system performance and solution utilization.
• Ensure high levels of customer satisfaction, retention, and account growth.

2. Technical Consultation & Solution Advisory

• Provide technical guidance on products, solutions, and best practices.
• Assist customers with solution architecture, deployment strategies, and technical planning.
• Advise customers on system upgrades, migrations, integrations, and optimization opportunities.
• Support proof of concept (POC), product demonstrations, and technical workshops.
• Translate customer business requirements into technical solutions.

3. Account Management

• Manage a portfolio of strategic customer accounts.
• Develop account success plans aligned with customer business goals.
• Monitor customer health and identify opportunities for service improvements.
• Collaborate with the Sales team to identify upselling and cross-selling opportunities.
• Support contract renewals and customer retention initiatives.

4. Project & Implementation Support

• Coordinate with Professional Services, Implementation, and Engineering teams during project delivery.
• Monitor project progress and ensure successful implementation within agreed timelines.
• Identify project risks and escalate issues proactively.
• Support change management and customer onboarding activities.
• Ensure a smooth transition from implementation to operational support.

5. Technical Support & Issue Resolution

• Act as the technical escalation point for critical customer issues.
• Coordinate with Technical Support and Engineering teams to resolve complex incidents.
• Monitor service requests and ensure timely resolution according to Service Level Agreements (SLAs).
• Perform root cause analysis and recommend preventive actions.
• Keep customers informed on issue status and resolution progress.

6. Product & Service Improvement

• Gather customer feedback and communicate enhancement requests to Product Management.
• Provide market insights and customer requirements to support product development.
• Identify recurring technical issues and recommend process improvements.
• Participate in beta testing and new product evaluations where applicable.

7. Reporting & Documentation

• Prepare account status reports, technical health checks, and service performance reports.
• Maintain accurate customer records, technical documentation, and meeting notes.
• Track customer KPIs, project milestones, and support metrics.
• Prepare executive summaries for internal management and customer stakeholders.

8. Cross-Functional Collaboration

• Work closely with:
• Sales
• Customer Success
• Technical Support
• Professional Services
• Product Management
• Engineering
• Project Management
• Ensure customer feedback is incorporated into business and product improvement initiatives.
• Support strategic customer engagements and executive business reviews.

Requirements

Education

• Bachelor's Degree in Computer Science, Information Technology, Software Engineering, Computer Engineering, or a related field.

Experience

• Minimum 3–5 years of experience in Technical Account Management, Customer Success, Technical Support, Solutions Engineering, or Pre-Sales within the IT or technology industry.
• Experience managing enterprise or strategic customer accounts.
• Experience working with cloud services, enterprise software, networking, cybersecurity, SaaS, Cloud or managed services is highly preferred.

Pay: RM5,000.00 - RM6,800.00 per month

Work Location: In person