Ackcio builds reliable industrial IoT solutions to automate the process of monitoring geotechnical and structural sensors in construction and mining. We have clients in over 45 countries across 5 continents. Our business is growing rapidly, and we are looking for a Technical Support Manager to manage our client relationships. This is what you will do:
Responsibilities
· Establish a trusted, strategic advisor relationship with each client and drive the continued value of our products and services.
· Help identify individual customer challenges and develop action plans to address their needs in a clear and timely manner.
· Generate fresh ideas and best practices on how to proactively improve our users' experience and increase adoption of our products.
· Be a champion for Ackcio’s technical best practices, educating customers on the best and most effective ways to use our products and services in their projects.
· Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
· Work to identify and/or develop upsell opportunities or areas where our customers could further adopt our product within their organization.
· Collaborate with cross-functional teams by providing important customer feedback, process-improvement suggestions and other actions that involve improving our product.
· Demonstrate product expertise through interactions with customers.
· Engage customers via email, phone calls, and presentations to help them become more successful.
· Conduct product demonstrations and training sessions to improve user adoption.
· Develop, prepare, and nurture customers to achieve success.
· Advocate customer needs/issues cross-departmentally.
· Assist the company sales team by getting involved in pre-sales activities to tailor our solutions to meet customer requirements.
· Support the company’s production team with the preparation of customer orders.
Requirements
· Bachelor’s degree (Computer Science, Civil Engineering or Business degree preferred).
· A sound technical background where the candidate has a proven track record in working with technical products.
· Willing to go to customer sites to assist with on-site troubleshooting work if required.
· Willing to travel to assist our overseas clients.
· 1+ years of experience in a customer-facing role.
· Excellent communication skills and strong customer focus with a pleasant and friendly personality.
· Proven analytical / problem-solving ability.
· Fluency in written and spoken English essential, additional languages beneficial.
· Demonstrated ability to learn new skills quickly.
· Thrives in a fast-paced environment and can adjust priorities on-the-fly.
· Proven ability to lead and manage initiatives to completion, multi-task, and work within tight deadlines.
· Ability to work independently and as a part of a team.
· Proven track record of helping customers solve issues they face.
· Goal-oriented approach with a focus on maintaining workflows and meeting deadlines.
· Must want to help customers succeed - when they are successful, we are successful!
