Technical Account Manager

PCCW Global is a leading telecommunications provider, offering the latest voice and data solutions to multi-national enterprises and communication service providers. Our truly global coverage combined with local, on the ground knowledge has helped us build best in class connections across the globe linking Asia-Pacific, Europe, the Americas, the Middle East and Africa.

Job Summary:

As a Technical Account Manager (TAM) for Professional Services, you will be responsible for establishing and managing client relationships and ensuring the successful delivery of professional services projects. Your role will involve providing technical expertise, driving project management activities, and fostering strong client relationships to achieve customer satisfaction and project success.

Responsibilities:

• Serve as the primary point of contact for clients, establishing and maintaining relationships throughout the project lifecycle.
• Understand clients' business objectives and align them with the company's professional services offerings.
• Collaborate with clients to gather project requirements, define project scope, and develop project plans.
• Lead end-to-end project management activities, including project planning, execution, monitoring, and delivery.
• Allocate resources effectively, coordinating with cross-functional teams to ensure project success.
• Monitor project progress, track milestones, and proactively identify and mitigate risks and issues.
• Conduct regular status meetings with clients, providing project updates, addressing concerns, and managing expectations.
• Ensure projects are timely, within budget, and following quality standards.
• Provide technical guidance and recommendations to clients, ensuring optimal utilization of professional services.
• Identify opportunities for account growth and collaborate with the sales team to drive upsell and cross-sell professional services.
• Foster a customer-centric culture, focusing on achieving high levels of client satisfaction and long-term relationships.
• Stay updated with industry trends and advancements in professional services, sharing knowledge with the team and implementing best practices.

Qualifications:

• Bachelor's degree in a relevant field or equivalent practical experience.
• 3 years of experience as a Technical Account Manager or in a similar client-facing role in professional services.
• Strong technical knowledge in network infrastructure, cloud computing (AWS, Azure, GCP), operating systems (Windows, Linux, macOS), IT security, and IT infrastructure.
• Proven experience in successfully managing and delivering professional services projects.
• Proficient in project management methodologies, tools, and best practices
• Excellent communication and interpersonal skills, capable of collaborating with clients and cross-functional teams.
• Strong problem-solving and analytical abilities, focusing on delivering creative and effective solutions.
• Customer-centric mindset with a solid commitment to customer success and satisfaction.
• Ability to multitask, prioritize effectively, and work in a fast-paced, dynamic environment.
• Relevant industry certifications (e.g., PMP, ITIL) are a plus