Manager

Responsibilities:

Client Relationship Management:

• Build and nurture strong relationships with clients, serving as the primary point of contact for technical inquiries and escalations.

Technical Advisory:

• Provide expert technical guidance and advice to clients on managed services solutions, ensuring alignment with their business objectives.

Solution Implementation:

• Oversee the successful deployment and integration of managed services solutions, working closely with clients and internal teams.

Proactive Monitoring:

• Monitor client environments, analyze performance metrics, and identify areas for optimization and improvement.

Issue Resolution:

• Troubleshoot technical issues, coordinate resolutions, and ensure timely problem resolution to meet service level agreements.

Account Planning:

• Develop account strategies, identify growth opportunities, and collaborate with sales teams to expand services within client accounts.

Training and Knowledge Transfer:

• Conduct training sessions for clients on new technologies, best practices, and system updates to enhance their understanding and utilization of managed services.

Performance Reporting:

• Generate regular reports on service performance, key metrics, and client satisfaction levels, providing insights for continuous improvement.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 10+ years worked in IT industry and 5+ experience in a technical account management role within the managed services industry.
• Strong understanding of IT infrastructure, cloud services, cybersecurity and networking technologies.
• Excellent communication and interpersonal skills.
• Ability to multitask, prioritize workload, and meet deadlines in a fast-paced environment.
• IT certifications (e.g., CCIE, MCSE, ITIL) are a plus.
• Proficiency in spoken and written in both Chinese and English