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Technical Account Manager - EM

8 - 12 YearsMumbai

Posted: 43 days ago

Job Description

This role is bridge between Customer and Netmagic whose end objective is to improve customer satisfaction by delivering prime responsibilities of Netmagic as mentioned below:

Service Management

  • The role will be primarily responsible for ensuring delivery of contractual services to Netmagics customer as per define scope and SLA for premium customers of Netmagic.
  • The role will effectively front end and manage critical incidents and customer escalation by involving appropriate stakeholder from both the organization.
  • The role will publish a monthly dashboard for services rendered by Netmagic to customer for contracted services.
  • Provide technical analysis and value added recommendations during the service reviews with the customer on monthly or quarterly basis.

Client Relationship

  • The role will second level of escalation point after individual Service desk to resolve concerns or issues by involving appropriate stake holders from various departments (Viz. Sales, Order Management, Billing, Operations, etc.).

  •  This role will require regular stake holder mapping at various level within the client organization.

  • This role will drive steering committee meeting (for identified strategic accounts) by involving appropriate stake holders from customer and Netmagic organization for operational issues or requirements, overall relationship management, discuss long term engagement plans, resolve any disputed contractual matters, etc
  • This role will conduct Customer Satisfaction Survey and NPS survey in line with Netmagic process.
Governance, Risk & Compliance

  • The role will ensure that committed SLAs and customer expectations are met by involving right stake holders. Constantly improve customer experience and eliminate the impact of transactional gaps that exist in delivering quality customer experience.
  •  The role will drive towards closure of all risk highlighted by individual stake holders from both organization by informing and involving appropriate stake holders.
Innovation / Transformation

  • For benefit of Customer to bring Innovation and Transformation in Customer IT infrastructure, this role will roll out Technical workshop on Netmagic Product and Service Portfolio for customer with involvement of other stake holders from Netmagic viz. Products, Solution Engineering, Operation Engineering, Sales, etc.

Technical Skills
  •  Prior experience of having managed a Customer Service and Support Environment in the IT domain ideally IT Infrastructure (minimum 5 years)
  • Commercial know-how for various IT components that are deployed within the enterprise IT environment today
  • Strong with data management and analysis using tools like MS Excel
Additional Requirements
  •  Worked in hosting / remote infra mgmt environment
  •  Has worked with large enterprise customer / accounts
  • Service provider / ISP / telecom experience
  • Prior experience of having worked in customer service / support environment is a must

Mandatory Skills

  • Technical (IT Infrastructure) 60%
  • Customer and Process Orientation 20%
  • Communication & Collaboration 20%

Salary: Not Disclosed by Recruiter
Industry: Telecom/ISP
Employment Type: Permanent Job, Full Time

Desired Candidate Profile

Please refer to the Job description above

Company Profile

Netmagic Solutions is India's largest pure-play Managed IT Hosting Services Provider, specializing in Internet Data Center & Managed Hosting, Infrastructure Management, Managed Security, Cloud Computing, Application Hosting, Messaging & Collaboration and Disaster Recovery and Availability Services.
Netmagic delivers mission critical hosted applications to over 1600 of the world's best-known enterprises from multiple locations. To its credit, Netmagic Solutions has been recognized as the 'Datacenter Service Provider of the Year - 2011 by Frost & Sullivan and featured in the Leadership quadrant by IDC in its Datacenter Opportunities Report for India - 2011.
Netmagic Solutions is ISO 27001, ISO 9001:2008 and ISO 20000-1 certified and its processes are designed as per the ITIL framework. Netmagic Solutions is one of India's first Datacenter Service Providers to be certified as an SAP Hosting Partner. Netmagic's Chennai Datacenter is the only Gold LEED certified datacenter by the USGBC in India.
Netmagic has 9 carrier neutral, state-of-the-art datacenters located in Mumbai, Bengaluru, Noida (Delhi-NCR) and Chennai with over 6,00,000 sq. ft. floor space. These are equipped with best-in-class infrastructure, world-class services, tools and skilled personnel, giving its customers the option to host their IT Infrastructure and applications in any of these centers.
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Contact Details

Recruiter Name:Sunil Kamath