Team Leader, Technical Account Manager
库克群岛路通资讯香港有限公司上海代表处
- 公司规模：150-500人
- 公司性质：外资(欧美)
- 公司行业：金融/投资/证券
职位信息
- 发布日期：2013-01-09
- 工作地点：上海-浦东新区
- 招聘人数：1
- 职位类别：技术支持/维护经理
职位描述
Title: Team Leader, Technical Account Manager
Location: Shanghai
To drive technical sales execution for our customers, and provide technical pre-sales, sales execution and post-sales support. The TAM/DTS interacts with the Account Manager and customer to facilitate a smooth presales or migration process and sign-off for complex projects, and is the point of contact for technical service escalation.
Major Responsibilities / Accountabilities
-Function as a true partner to our customers by listening to their needs and developing a deep working knowledge of their goals, technical challenges and infrastructure configurations to deliver an outstanding customer experience.
-Managing TAM team in Shanghai and Shenzhen to achieve team goals for business support, client services and strategy projects.
-Building the professional team work with other business & service function teams in Shanghai and Shenzhen, and central service teams out of China.
- Establish and maintain a role as expert advisor to customers and colleagues
- Lead development of technical account strategy with Account Managers
-Provide technical pre-sales assistance to Customer/Account Manager in the sales process.
-Research high-level solutions for the customer, prepare network diagrams, and lead technical discussions.
-Help customers manage risk by leading customer service forums and health reviews with peer TAMs in other regions/segments.
-Develop the relationship with the customer through regular meetings/conference calls to review service quality, infrastructure requirements, systems capacity, and maintain and drive mutually agreed project plans and issues lists. Manage expectations.
-Promote Thomson Reuters technologies and product roadmaps and ascertain prospects for future sales, entering leads into TRUST as per guidelines.
-Monitor and drive Service Level Agreement performances.
-Perform capacity planning through regular reviews of bandwidth reports and systems capacity reports.
- Explain statement of service and promote customer self help.
-Assist in coordinating compliance assessments.
-Support beta testing by identifying suitable sites and gather beta feedback.
-Provide feedback from customers to internal support groups on service expectations and service performance perceptions (voice of the customer).
-Provide the technical interface to customers during problem resolutions including keeping customers informed of progress and remedial actions being taken. -Value added technical services (e.g. out-of-scope technical services).
-Being a role model of TAM team and helping develop the TAM team for high standard business & service capabilities
At Thomson Reuters, we deliver intelligent information quickly and efficiently, so professionals have knowledge to act. We combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial, legal, tax and accounting, intellectual property and scientific, healthcare, and media markets, powered by the world's most trusted news organization.
Certifications / Education
-Degree in technical or information technology with knowledge of computers, Networking or use of technology in financial industry.
-Project Management certification or service management certification like ITIL will be an advantage.
-Training in negotiation skills, presentation skills and communication skills will be helpful in succeeding in role.
Professional Experience
-Experience in technical customer support or project management.
-Experience installing / supporting software products.
-Experience in open systems including network technologies, different hardware platforms, and current operating systems.
-Experience with service escalation management
At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 55,000 colleagues in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance and their own. As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, gender, national origin, religion, sexual orientation, disability, age, or any other protected classification under country or local law. Thomson Reuters is an Equal Employment Opportunity/Affirmative Action Employer. Intrigued by a challenge as large and fascinating as the world itself? Come join us.
To learn more about what we offer, please visit careers.thomsonreuters.com. More information about Thomson Reuters can be found on thomsonreuters.com.
Location: Shanghai
To drive technical sales execution for our customers, and provide technical pre-sales, sales execution and post-sales support. The TAM/DTS interacts with the Account Manager and customer to facilitate a smooth presales or migration process and sign-off for complex projects, and is the point of contact for technical service escalation.
Major Responsibilities / Accountabilities
-Function as a true partner to our customers by listening to their needs and developing a deep working knowledge of their goals, technical challenges and infrastructure configurations to deliver an outstanding customer experience.
-Managing TAM team in Shanghai and Shenzhen to achieve team goals for business support, client services and strategy projects.
-Building the professional team work with other business & service function teams in Shanghai and Shenzhen, and central service teams out of China.
- Establish and maintain a role as expert advisor to customers and colleagues
- Lead development of technical account strategy with Account Managers
-Provide technical pre-sales assistance to Customer/Account Manager in the sales process.
-Research high-level solutions for the customer, prepare network diagrams, and lead technical discussions.
-Help customers manage risk by leading customer service forums and health reviews with peer TAMs in other regions/segments.
-Develop the relationship with the customer through regular meetings/conference calls to review service quality, infrastructure requirements, systems capacity, and maintain and drive mutually agreed project plans and issues lists. Manage expectations.
-Promote Thomson Reuters technologies and product roadmaps and ascertain prospects for future sales, entering leads into TRUST as per guidelines.
-Monitor and drive Service Level Agreement performances.
-Perform capacity planning through regular reviews of bandwidth reports and systems capacity reports.
- Explain statement of service and promote customer self help.
-Assist in coordinating compliance assessments.
-Support beta testing by identifying suitable sites and gather beta feedback.
-Provide feedback from customers to internal support groups on service expectations and service performance perceptions (voice of the customer).
-Provide the technical interface to customers during problem resolutions including keeping customers informed of progress and remedial actions being taken. -Value added technical services (e.g. out-of-scope technical services).
-Being a role model of TAM team and helping develop the TAM team for high standard business & service capabilities
At Thomson Reuters, we deliver intelligent information quickly and efficiently, so professionals have knowledge to act. We combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial, legal, tax and accounting, intellectual property and scientific, healthcare, and media markets, powered by the world's most trusted news organization.
Certifications / Education
-Degree in technical or information technology with knowledge of computers, Networking or use of technology in financial industry.
-Project Management certification or service management certification like ITIL will be an advantage.
-Training in negotiation skills, presentation skills and communication skills will be helpful in succeeding in role.
Professional Experience
-Experience in technical customer support or project management.
-Experience installing / supporting software products.
-Experience in open systems including network technologies, different hardware platforms, and current operating systems.
-Experience with service escalation management
At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 55,000 colleagues in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance and their own. As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, gender, national origin, religion, sexual orientation, disability, age, or any other protected classification under country or local law. Thomson Reuters is an Equal Employment Opportunity/Affirmative Action Employer. Intrigued by a challenge as large and fascinating as the world itself? Come join us.
To learn more about what we offer, please visit careers.thomsonreuters.com. More information about Thomson Reuters can be found on thomsonreuters.com.
公司介绍
At Thomson Reuters, we deliver intelligent information quickly and efficiently, so professionals have knowledge to act. We combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial, legal, tax and accounting, scientific, healthcare, and media markets, powered by the world's most trusted news organization.