Technical Account Manager

ALSO Holding AG (ALSN.SW) (Emmen / Switzerland) connects customers and suppliers from the ICT industry. For more information, visit https : / / also.com

We currently are active in 30 countries in Europe and in a total of 144 countries worldwide via PaaS partners.

We are looking for a skilled, hands-on and highly experienced Technical Account Manager to join our Team in Portugal.

We offer you a dynamic environment and the opportunity to work in agile, motivated and experienced international team with constant learning opportunities.

It is one of our fundamental values to respect human rights and to ensure that they are respected. This includes, in particular, respecting the personal dignity and privacy of each individual.

Ethical behaviour is also expected of all our employees in business dealings with our partners. We are committed to fair, unrestricted competition and do not allow our decisions to be influenced by gifts or invitations, let alone financial benefits.

Improving the lives of all people through technology - that is ALSO's goal. This also includes protecting our environment and making careful use of the limited resources we have.

For further reference, please refer to our Code of Conduct.

Key Responsibilities

• Responsible for managing all the technical aspects of a company’s relationship with its clients, according to each manufacturer
• Accountable for delivering the manufacturer technical onboarding to new partners (Resellers / VARS / Integrators / MSSPs,etc)
• Delivers the product technical training, from manufacturers, introduction to new partners and end clients
• Works closely with Account Managers & Business Development Managers / Focus Sales Manager owning the technical account plan with key strategic partners
• Owns the POC on strategic deals with end clients, with partner, or directly with manufacturer to end client (MM and Large Accounts)
• Involves working closely with the business and sales account management team to win new business and increase sales
• Whilst providing top-quality technical service, technical account managers assist in strengthening customer relationships and ensuring customer satisfaction
• Play an integral role in getting new clients and winning sales. They analyse prospects’ technical and business requirements, as well as developing solutions that meet those needs
• Could work with the manufacturer product development teams to customize products for large sales or for individual customers
• Demonstrate products to customers and explain how such product meets customers’ needs
• Whenever customers agree to purchase a product, the manager would identify and provide the support and services such customers will need to make productive and effective use of the products
• Employ project management skills to put together installation programs that would minimize disruption for customers
• Arrange training for customers (partners onboarding and strategic deals with end clients) for effective use of products
• Monitor the progress of product installations to ensure that they are successful
• Responsible for managing ongoing support to customers to confirm that the customers continue to make effective use of the company’s products
• Monitor support requests made by customers to identify any recurring issues and recommend changes to products
• Hold regular review meetings with customers for discussions on any problems and issues and report to other members of the account team
• Analyse customers’ support needs and identify areas where the company can reduce support costs and offer improved service
• By monitoring associated support needs and product performance, identify opportunities to modify or upgrade products so that they effectively meet customers’ needs
• Report to the manufacturer development team on product performance and advise customers on upgrades or new products that may be suitable for their business

Job Description

• Provide business, technical, and product knowledge in support of post sales activities to ensure customer satisfaction
• Address product related questions and technical challenges
• Educate clients on how existing and new product features and functionality work, and how it can contribute to their business growth
• Monitor accounts to ensure usage of product stack and optimal performance
• Frequently conduct and coordinate tactical operations reviews with client teams
• Act as the middleman to support organization to ensure client escalations are resolved in due time.
• Partner with Account Sales, Focus Sales Manager & Development teams to build relationships with decision makers, business contacts, and influencers
• Accurately replicate, identify, and document software defects with appropriate tracking system
• Perform quarterly Business reviews and assist in product trainings needed

Your profile

• 5 plus year experience in Sales on software or cybersecurity
• Experience working with SOPHOS or similar brands
• Knowledge of the ICT Industry
• Experience developing high complexity proposals
• Stay up to date on market trends and competitive insights
• Create supporting documentation related with this role
• Solid organizational skills, attention to detail, and multitasking capabilities
• Excellent communication, negotiation and presentation skills
• Proficiency in Portuguese and English communication (Mandatory - oral and writing)
• Proactivity, dynamism and adaptability to change
• Understanding of IT Services Management
• Knowledge of ITIL and ISO 27001 / 5 will be appreciated
• Experience dealing with channel / reseller partners is welcome
• Demonstrates experience in public tenders technical advisory and supporting partners with RPQ for local public and international projects
• Any Certification / CompTIA could be beneficial but not mandatory

We look forward to receiving your CV, application and salary expectation to Please add Techinical Account Manager(HR-4704) to the subject line.