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Technical Account Manager

3 weeks ago

Waterloo, Canada BlackBerry Full time

**Worker Sub-Type**:
Regular

**Be part of something special; come join the BlackBerry Premium Service Management Team**:
BlackBerry® - the iconic brand you know and trust - is now a market leading security software and services company. As the Internet of Things (IoT) has become the next great wave in business transformation, BlackBerry already secures over 500 million endpoints. We are leading the way with a single platform for securing, handling and optimizing how intelligent endpoints are deployed in the enterprise, enabling our customers to stay ahead of the technology curve. BlackBerry’s top customers include all the G7 governments, 9 of the top 10 global financial institutions, automotive OEMs, aerospace, defense, healthcare and media companies.

**Come join us as we deliver ‘Intelligent Security. Everywhere.’**:
**Are **you **the **person **we **are **looking **for?**:
BlackBerry Technical Support Services delivers expertise, options and tools that are second to none, and provides qualifying Support customers with a strategic partner that can reinforce their mobile business objectives.

As a Technical Account Manager, you will prioritize outstanding technical issues, advise on upcoming software releases, and notify customers of known issues that may be of interest. You will work cross-functionally to ensure your assigned customers are receiving outstanding service from BlackBerry, discussing goals and objectives to drive their business forward with the BlackBerry Solution.

Working with Analysts around the globe, you will serve as the principal contact within technical support for large enterprise customers who are subscribers to the Technical Account Manager service. You will become the incident manager for all issues with the customer in order to ensure the highest level of service. In essence, you will be an advocate for the customer regarding all technical issues. Your business skills, coupled with a background in technology make you well positioned to become completely familiar with the business and technical environment in which the customer uses BlackBerry products.

In return for your skills, expertise and passion, we will provide you with an attractive compensation & comprehensive benefits package. Become part of a team that is already leading the way and has even bigger plans for the future.

**In this role, you will**:

- Responsible for all support-related customer-facing account-level communications, conflict resolution and advocate for the post-sales technical interests of your customer roster
- Provides regular two-way communication between the customer and BlackBerry Technical Support, to provide strong team representation and set accurate customer expectations
- Understand BlackBerry’s capabilities and service, and effectively communicates all offerings to the customer
- Partner with Technical Support, Development Support, Product Management, Training, and BlackBerry Services to ensure that client issues are taken care of in an efficient and timely manner
- Identify areas of opportunity for account growth and new business, involving the Enterprise Sales Teams when needed
- Communicate the customer’s goals and represent the customer’s interests internally by designing and delivering monthly account summaries and detailed quarterly service reviews for each assigned customer

**Ideally, you will have**:

- Excellent written, oral communication, presentation and leadership communication skills
- Demonstrated ability to communicate clearly, concisely and professionally and to think in a cognitive and autonomous nature
- Above average ability to manage expectations, promote information sharing across diverse groups, and represent the customer voice in internal discussions
- Ability to facilitate and lead account meetings
- Ability to make quality, informed decisions that are in the best interest of BlackBerry and the customer
- Motivated, task oriented, persistent and a skilled negotiator
- Ability to analyze data and make planning decisions
- Sound understanding of common IT principles including Enterprise IT Infrastructure (Cloud, routing, DNS, etc), Cyber-Security, MDM, Linux
- Ability to understand and digest technical information quickly
- CompTIA Security + and / or other Cyber-Security qualifications

LI-DA1

**Scheduled Weekly Hours**:
40