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HYPR // decentralized authentication for enterprise
 
Sales, Full Time    New York, New York    Posted: Tuesday, February 11, 2020
 
   
 
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JOB DETAILS
 

Technical Account Manager - Japan Region

A Technical Account Manager (TAM) is a trusted business advisor to HYPR's Premier Support customers, providing valuable guidance around operations & optimization of customers' IT infrastructure through quality Service Delivery Management.

When a Premier customer has deployed a HYPR product or solution, should something unexpected occur the TAM, working with Customer Service & Support (CSS), manages the incident to resolution & then follows up to ensure either product improvement within HYPR or operational improvement within the customer's IT environment. By maintaining a long-term relationship with the customer, the TAM gains an in-depth understanding of the customer's IT organizations' impact on the overall business, its IT goals, & its own IT challenges. This knowledge is then used by the TAM to create a Service Delivery Plan to optimize the customer's operational success with HYPR products.

Requirements

  • Authorized to work in Japan
  • Mastered proficiency in the English language
  • Commercial or business proficiency in the Japanese language
  • Role will be based on-site with Japan clients


Responsibilities

Key initiatives for this role include:

  • Customer health through service delivery, planning & execution
  • Customer satisfaction
  • Emphasis on prevention & consultative advice
  • Management of support services to Enterprise Services customers.
  • Technically advise the customer on HYPRs product, architecture & implementation

Core Competencies:

Must have a proven track record for excellence in leadership, communication, interpersonal & customer service skills, as well as advanced knowledge of the practices & procedures for project management, sales, marketing & strategic planning.

Education & Experience:

A degree in an engineering related field including Computer Science, Information Technology or an Engineering Management/MBA equivalent.


Scope & decision making include:

  • Manages a diverse & complex scope of proactive & reactive support issues.
  • Solves complex support issues effectively.
  • Escalates issues, as necessary, for confirmation of solutions or other options as needed. Assesses customers' risks & needs & recommends appropriate service offerings to proactively address.
  • Documents recommendations formally via a service delivery plan & presents to customer & virtual account team unit.
  • Manages the delivery of recommended/agreed-upon services to achieve high customer satisfaction & trust.
  • Makes timely & financially sound decisions with moderate uncertainty or pressure on a consistent basis.
  • Decisions sometimes impact immediate & other related groups.
  • Determines the most effective method of problem resolution by utilizing internal resources when necessary.
  • Occasionally leads sharing of best practices with the team community.
  • Consistently establishes & maintains working relationships with internal support delivery teams, customer support teams, customer contracts & material representatives.
  • Establishes & maintains close relationships with Field Engineers/Solution Architects & Customer Support to execute on a service account/delivery plan.
  • Position relies internally upon Customer Support Professionals, Field Engineers/Solution Architects, & their management, Customer Support Services (Engagement Managers/Project Managers), & Account Managers & Account Executives.
  • Communicates with, & influences, leadership/management.
  • External position relies upon Customer Support Manager (CSMs) - usually comprised of IT managers & individual technical contributors.

Qualifications

A minimum of 5 years of experience in an enterprise support environment with a strong understanding of corporate account support needs & knowledge of support industry.

Fundamental knowledge in two or more of the following: network & desktop operating systems, information worker applications, database systems, messaging, management & operations, security, project management. Consistently practices strong organizational, communication, project management, negotiation, & problem solving skills. Contributes to team operational precision by active design of & participation in community initiatives.

  • Go-to person for customers technical & business requirements
  • High level understanding of highly available software deployments & associated technologies is required
  • Background in implementation is a big positive.
  • Prior experience in TAM role is mandatory.

What HYPR Offers:

  • All members of the team are senior. You are joining a team of All Stars who consistently deliver the highest quality in all areas of customer service & success.
  • An organization with a great work life balance. Many of our employees have families & responsibilities outside of the office that they are able to easily meet.
  • A mission driven culture. At HYPR you will never be spinning your wheels on tasks that do not matter. Everything we develop is cutting edge & important.
  • High levels of ownership. We understand that we are able to do our best work when we can bring insights together.
  • An emphasis on collaboration & access to giants in the industry. We achieve our best because we employ the best.
  • Our engineers use the latest frameworks & language iterations. Our marketing, sales, ops & more utilize the best & latest tools for innovation & scale.

Benefits Include:

  • Competitive Salary & Equity offer with significant upside as we scale
  • Generous equipment budget & customized workstation. You will have what you need to be successful


Work authorization:Japan
Full Time Opportunity:Yes
Remote:Yes (Onsite in Japan with Customers)


HYPR is an Equal Opportunity Employer.

 
 
 
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