Who we are
The Workshop is a tech company that develops intuitive software for the online gaming industry. Our motto is to move "Fearlessly Forward" together. Cooperative innovation is at the center of everything we do - from our games, new products and technologies, to how we collaborate and share inspiration with one another. Within The Workshop, MSP is a highly private, managed services and data centre hosting facility. We offer an array of different products and services including cloud, co-location, corporate services and many other 'as a' services.
Our business comprises a diverse team of highly skilled professionals who empower our customers and their organizations by tailoring the most suitable solutions to their technology requirements. Customer Success acts as the voice of the customer within MSP and ensures that our customers are getting the most value out of the products and services we provide.
Your mission
As an experienced Technical Account Manager, your role will be instrumental in shaping our relationships with new and existing clients. You will cultivate partnerships, enhance the client experience, and ensure they feel valued and understood. In addition, you will collaborate closely with IT Service Managers to proactively assess and identify opportunities for enhancing customer satisfaction and service levels. Your responsibilities will also involve serving as the interface between customers and internal teams, ensuring optimal utilisation of our services and maximising client satisfaction.
What you'll do
- Enhance and cultivate relationships with new and existing customers through proactive efforts.
- Serve as the interface between customers and internal teams.
- Conduct regular customer reviews to discuss their accounts' performance, satisfaction, expectations, and future plans.
- Analyse service data to provide customers with reports on service usage, trends, and recommendations for optimisation.
- Identify service-related issues and collaborate with customers, IT service managers and other internal teams to implement improvement programs.
- Anticipate potential customer service challenges by closely collaborating with IT service managers and other internal teams to mitigate risks.
- Identify customer requirements for additional service & product enhancements.
- Identify gaps in our existing service & product portfolio.
- Explore opportunities to increase service & product adoption for our existing customers.
- Stakeholder Management: Build and maintain strong relationships with internal and external stakeholders, including customers, vendors, and internal teams.
- Support the team principal with the creation and maturing of departmental processes and frameworks.
What you'll bring
- Proven Technical Account Management experience in a fast-paced growing organisation.
- Solid understanding of IT services and products, including cloud services, cybersecurity, network administration, and data management.
- Excellent interpersonal and customer service skills, with the ability to build relationships and communicate complex technical information clearly.
- Proven track record in managing a diverse range of customers and cultivating robust B2B relationships.
- Experience developing and maturing account management processes.
- Experience of working for a managed services provider an advantage.
- ITIL certification an advantage.
- Strong negotiation skills.
- Proficiency in using management software tools (e.g. Atlassian suite).
- Extensive teamwork experience and ability to effectively lead, engage and motivate others towards a common goal.
- Demonstrable experience and aptitude in working in a matrix organisation where effective and robust negotiating and influencing skills are used successfully while maintaining good working relationships.
- Excellent stakeholder management skills, vendor management skills and experience.
- Good response under pressure and ability to quickly react to changes and to adapt strategies and priorities accordingly.
- Excellent written and verbal communication skills, including the ability to relate effectively to users at all levels and careful attention to detail.
- Excellent analysis and problem-solving skills.
- A great passion for technology that compels you to always keep an eye on new technologies, platforms, techniques, languages and innovation in general.
What´s in it for you
- Inspiring and fulfilling work at the innovative, value-driven global company that uses cutting-edge tech.
- Global work experience in agile methodology.
- International, friendly and inclusive multi-cultural environment.
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