Technical Account Manager

Job Description

Role Profile

Role title: IoT Technical Account Manager
Function: Technical Sales
Department: Sales
Location: Shanghai or Beijing/China

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

Role purpose
• The role is supporting large Vodafone Global IoT Customers in China, with focus on the Automotive and mHealth industry
• The IoT Technical Account Manager (TAM) will provide In Life technical management & operation support to Global IoT Customers and be accountable for the technical presales and post support of contracted IoT Services & Solutions.
• The TAM will be responsible for driving continual technical service improvement, delivering in life service improvement plans and tracking completion according to customer committed timescales, leveraging stakeholder support as required
• The TAM will manage third parties operational process, performance and relationship.
• The TAM may be required to work from or be based from an external customer facility for periods of time required by customer.
• TAM will be required to coordinate testing/troubleshooting with many different support teams between customers and Vodafone, possibly across many global regions/time zones.

Impact on the business
• Accountable for all Technical Service Operations to nominated customers and technologies
• Diagnosing faults and working with internal teams to drive continual service improvement.
• Become knowledgeable of the complete solution and have the technical aptitude to troubleshoot
• Flexibility to work as an individual or within a team environment.
• Take ownership of customer technical project after implementation and act as central point of contact to all stakeholders
• Support account teams in a pre-sales capacity acting as an expert on Vodafone Global IoT products and services.

What you’ll do

Key accountabilities and decision ownership:
• Provide a single technical point of contact for the customer
• Ensure that service delivery targets are met or exceeded. E.g., agreed Service Levels
• Overseeing Customer Reporting / KPI’s
• Ensure compliance of contractual obligations and associated SLA’s
• Ensure that all ‘out of scope’ or chargeable work is billed / logged accurately.

Customers, supplier and third parties
• Manage technical & operational escalation requests.
• Liaise with Customer representatives daily, including C-Level engagement
• Attend and present at customer meetings covering both technical and non-technical topics
• Manage escalation of calls to third parties as and when needed.

Leadership and teamwork
• Pro-active, organised & reliable, conducts themselves in a professional manner
• Liaise closely with Service Desk and Technical Teams in resolving reported issues.
• Ensure the escalation process is followed on all high priority calls.
• Ensure correct prioritisation of customer incidents
• Manage and conduct technical & operational support team training

Who you are

Core competencies, knowledge and experience:
• Excellent written and verbal communications in Mandarin and English
• Excellent ability to manage customer relationships, their expectations (and define acceptance criteria), and translate requirements of business and customer into technical delivery teams
• A proven track record of success in service management delivery in a technology industry
• Experienced in KPI Reporting
• The ability to be an effective team player is essential

Must have technical /professional qualifications:
• Experience as customer facing technical engineer

Knowledge and experience
• Have experience in successfully managing global customers and a proven track record in negotiating /influencing at a senior stakeholder level
• Must have a strong operational background, in a technical account management role and experience of working with IoT technologies.
• Have a flexible nature and will be able to adapt quickly to new technical products entering the Global IoT Portfolio in a large MNO.
• TAM must have an advanced knowledge level of networking and mobile and enterprise network related protocols and routing schemas, i.e. TCPIP, UDP, BGP, IPSec.
• TAM must have an advanced knowledge of mobile network infrastructure and understand their relationship to the customer device some areas of emphasis would be:
o 4G/5G SA and NSA and LPWA
o IMS, VoLTE, eCall and NG eCall
o API knowledge, both REST and SOAP
o Analytics and Cloud Capabilities
• TAM must have knowledge of Mobile Device Modules, Chipsets and SIM technologies

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.