テクニカルアカウント担当 / Technical Account Manager

テクニカルアカウント担当 / Technical Account Manager Description - 【事業部について】 HP のPC製品全般およびサポートサービスを購入された顧客に対するサポートサービスデリ バリー全般を担う部署です。 【業務内容】 ＜具体的には＞ ■アカウントマネージメント ・プライオリティアカウントサービスを購入いただいたお客様に対して、技術担当として顧 客の課題解決の支援をおこう。 ＊URL : https://jp.ext.hp.com/services/business/carepack/pas/ ・担当顧客の修理履歴を分析し、安定運用に向けた改善提案（BIOS、Driver更新、利用方法 改善等）をおこなう。 ・担当顧客から上がってきたエスカレーションのシングルコンタクトポイントとなり、社内 関連部門と協調して、問題解決にあたる。 ・定例会議を通して、担当顧客PC運用状況の報告、および技術的なアドバイスを提供する ことで安定運用に貢献する。 【求めるスキル】 ‐英語読み書き、スピーキングの経験（主に社内会議） - プロジェクトマネージメント経験 ※スケジュール管理、課題管理、エスカレーションハ ンドリング、カスタマーコントロールの経験 - データ分析、改善案立案 - 顧客向けレポート作成の経験（エクセル、パワーポイント） - PC ハードウェア、トラブルシューティング知識（修理経験があれば尚可） ※下記経験があるかたは歓迎します。 - ITIL - Windows Certification - PMP #LI-Post Job Summary • This role is responsible for utilizing advanced technical expertise in critical technology areas or customer groups, resolving complex incidents, and collaborating on cross-technology issues. The role applies the organization's solutions to meet intricate customer needs and designs specialized support solutions. The role cultivates senior-level relationships in assigned accounts, leads customer expectation management, and collaborates internally for issue resolution. The role also provides innovative problem-solving, leads projects, and contributes to operational and strategic plans. Responsibilities • Utilizes advanced technical knowledge to operate one or more critical or high-risk technology areas (e.g., server administration, technical security management, performance management) or customer groups. • Resolves incidents involving single or cross-technology independently and collaborates with team members to address unusually complex or cross-technology incidents. • Applies organization’s solutions to address highly complex customer requirements, while also designing and implementing support solutions using specialized industry knowledge. • Identifies additional services with potential for future service revenue growth and offers technical consultation during contract renewal discussions. • Cultivates and maintains strong relationships up to senior management levels in assigned accounts. • Resolves problems promptly and appropriately, escalating issues according to established procedures, also leads customer expectation management as part of the escalation process. • Collaborates extensively with internal groups to resolve client issues, actively contributing to the team's effectiveness. • Interprets internal/external business challenges and recommends best practices to improve products, processes, or services. • Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently. • Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.

Recommended • Four-year or Graduate Degree in