Our client is seeking a technical consultant to manage enterprise-level accounts, with large, complex deployments. The candidate will be responsible for responding to and resolving complex problems for an assigned set of accounts, this is a consultative role with technical background which will ensure our customers gain maximum benefit from their investment.
Single-point-of technical contact for enterprise support services customers.
Build strong working relationship with named customer contacts, and develop in-depth understanding of the customer environment.
Develop and align a comprehensive account plan with the customer, documenting customer environment, expectations, priorities and technology deployment roadmap.
Develop a good understanding of the customer environment, and use this knowledge to proactively drive improvements and in Customer Support. Advise the customer on technical best-practices.
Travel to the customer site to build relationship, carry out technical evaluations and assessments, and deliver support in break-fix situations.
Resolve customer technical issues and, when required, assign Service Requests to the best-possible resources to ensure fast resolution.
Work closely with other technical support teams, to ensure that service requests have the appropriate level of priority, and are closed to the customer's satisfaction in a timely manner.
Escalate issues where required, and drive progress to resolution on behalf of the customer
Ensure that the customer is receiving relevant technical updates (newsletters, security alerts, bulletins, etc.).
Maintain and continuously upgrade technical knowledge and certifications.
Support sale of technical services and products. Essential requirements:
Relevant experience in technical/ client facing role.
Specific experience with Citrix Systems essential
Experience in Netscaler hardware, Zen Desktop and Networking
Flexibility as traveling may be involved
Proven account management
Experience in delivering client focused solutions based on customers needs
Excellent listening and negotiating skills
Understanding the technical challenges and demands of networking communication, storage, and virtualization
Bachelor's Degree or equivalent industry experience preferred Please send your CV via the apply button, or to [email protected] or for a confidential chat, please call Lisa Roantree on 02 8023 5616.
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