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Technical & Solutions Specialist

hace 1 mes

Madrid, Madrid, España Swift A tiempo completo

About Swift
Sales: Competitive annual salary $70,000 - $90,000. Technical Account Manager at Swift drives customer value from product and supports customers as they transition from sales prospects to active users of our products and solutions.

The Role
We are seeking an experienced Technical Account Manager to join our team in driving customer success and growth. As a Technical Account Manager, you will be responsible for coordinating Care Services delivery, delivering technical assistance aligned with Care deliverables, and assisting clients with product upgrades, patches, and new releases.

Key Responsibilities:

  • Coordinate for Care Services delivery as detailed in the Advanced Support and Care Services Catalogue.
  • Delve technical assistance aligned with Care deliverables.
  • Assist clients with product upgrades, patches, and new releases.
  • Document and resolve technical problems, escalating to higher support tiers when necessary.
  • Provide technical installation and assistance.
  • Change implementation.
  • Transfer of knowledge.
  • Operational support during special events/time periods.


Client Engagement
You will collaborate with clients to understand their technical requirements and business needs, provide expert advice and technical solutions tailored to the client's specifications, conduct regular meetings and updates with clients to ensure project alignment and satisfaction, and develop and maintain a high-level view of the customer lifecycle to expand customer accounts, increase customer retention, solve customer issues, drive customer satisfaction.

Training and Documentation:
You will develop and deliver training sessions to clients on the use and maintenance of Swift products, create comprehensive documentation, including user manuals, technical guides, and FAQs, and ensure all technical documentation is up-to-date and accessible to clients and team members.

Collaboration and Communication:
You will work closely with cross-functional teams, including sales, marketing, and product development, to ensure client needs are met, communicate effectively with stakeholders to provide updates on project progress, risks, and issues, and contribute to team knowledge sharing and continuous improvement initiatives.

Innovation and Improvement:
You will stay current with industry trends and advancements in Swift products and technologies, recommend improvements and optimizations to enhance product performance and client satisfaction, participate to improve SWIFT products, bringing back customer feedback about product and processes.

Compliance and Security:
You will ensure all solutions comply with industry standards, regulations, and best practices, implement security measures to protect client data and ensure product integrity, and follow SWIFT principles to identify and mitigate potential risks.

Requirements:
A university degree in Computer Science or IT-related fields, or equivalent experience, 2-5 years' experience within the area of technical account management, technical support, or pre-sales, strong knowledge of Swift products, services, and solutions, technical skillsets on operating systems (AIX, Linux, or Windows Server), servers, and networking, good troubleshooting skills on IT product issues and OS issues, strong multitasking skills, excellent communication and interpersonal skills, customer-centric to develop client relationships and account management, fluent in English, proficiency in other language(s) for the region is an advantage, willing to travel (about 20% of time), a team player, enjoying work in a multicultural environment.

Benefits:
We offer a competitive package, help you perform at your best, help you make a difference, give you the freedom to be yourself, and create an environment of unique individuals where everyone's voice counts and where you can reach your full potential regardless of age, background, culture, colour, disability, gender, nationality, race, religion, sexual orientation, or veteran/military status.