Technical Account Manager - Mandarin

About us:

Esri Malaysia is a multi‐national organization specializing in enterprise software solution for large public sector customers, GLC and corporates in Malaysia. We expanded our business to Malaysia in 1983 and have since developed a loyal customer base leveraging on strong brand recognition, globally proven solution and industry expertise in Malaysia, South Asia and USA. We have largest market share and business growth is promising. Existing pool of resources can provide high quality consultancy services, project implementation and comprehensive customer support and now employs over 200 people in Malaysia.

Technical Account Manager (TAM)

Technical Account Managers are key members of the Support organization providing strategic services to Premium Customers and International Distributors. They work with customers and distributors on a daily basis tackling case escalation, managing account requirements, promoting Premium Services, and benchmarking distributor alignment.

Services Provided by the TAM:

• DSS – Distributor Support Services + Partners + Benchmarks
• PSS – Premium Support Services
• RSS – Retired Software Support
• ETL – Extended Testing Lab

Responsibilities: (include but not limited to the following)

1. Technical

• Stay current on Esri’s technology by way of self-study and attending training or technical transfer sessions.
• Function as technical liaison to the development teams, or international distributor/regional offices to provide business intelligence to various groups within Esri.
• Demonstrate a thoughtful understanding of insightful industry knowledge and how GIS applies to initiatives, trends, and triggers.
• Work closely with product support analysts for better understanding of customer requests and the escalation at hand.

2. Account

• Focus on building long lasting professional relationships with customers and be familiar with clients’ architecture, infrastructure, and business goals.
• Prospect and develop opportunities to distributors with key stakeholders to envision, develop, and implement service strategy for their organization.
• Clearly articulate the strength and value proposition of the Premium Support program.
• Develop and maintain a healthy pipeline of opportunities for service business growth.
• Successfully execute the account management process including account prioritization, account resourcing, and account planning.
• Drive the adoption of new Premium Support programs among distributors.
• Understand the customers’ budgeting and acquisition processes.
• Leverage and lead cross-divisional resources to define and execute an account strategy.
• Understand the key business drivers within an organization and identify key business stakeholders.

3. Management

• Provide Premium Support customers, business partners, and international distributors with proactive information such as weekly status reports on support incidents; participate in conference calls and perform on-site visits as needed.
• Utilize technical account management and problem-solving skills to isolate mission-critical issues; coordinate with various groups within Esri to connect our customers with the appropriate staff.
• Be resourceful and takes initiative to resolves issues and expedite resolution times by developing action plans and providing ongoing customer updates.
• Work with the escalation management team to monitor the progress of hotfix requests related to Premium Support customers, business partners, and international distributors.
• Generate reports in the form of Situation reports, Benchmark reports, 360 reports, Landscape reports and other custom reports to provide better visibility to the executive decision making process.
• Effectively utilize and leverage the CRM to manage opportunities, document incidents, and drive the engagement process.

Qualification:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 3+ years of experience in technical account management or a similar role.
• Strong understanding of Esri Product (ArcGIS, ArcMap, etc.).
• Excellent communication and interpersonal skills.
• Ability to manage multiple projects and client relationships effectively.
• Problem-solving mindset with a focus on customer success.
• Strong command of Mandarin is required for offshore accounts

Job Types: Full-time, Permanent, Contract
Contract length: 24 months

Pay: RM7,000.00 - RM9,000.00 per month

Benefits:

• Company car
• Flexible schedule
• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development
• Work from home

Schedule:

• Day shift
• Monday to Friday
• On call

Supplemental Pay:

• 13th month salary
• Overtime pay
• Performance bonus
• Yearly bonus

Education:

• Post-Graduate (Preferred)

Experience:

• Account management: 3 years (Preferred)

Language:

• Mandarin (Preferred)