Principal Technical Account Manager, Skyvera

vor 3 Wochen

Wien, Österreich Crossover Vollzeit

The telecom industry’s customer support sector is known for lengthy response times, rigid processes, and often disconnected experiences that leave customers frustrated and underserved. As businesses increasingly demand immediate, personalized solutions, traditional models struggle to keep up. Reports indicate that over 60% of customers will leave a provider after a poor service experience, putting massive pressure on companies to evolve and find solutions that prioritize proactive, flexible support.

At Skyvera, we’re shaking things up. We’ve built an AI-first, fast-paced environment designed to close the gaps in customer satisfaction. Our team isn’t just a group of tech experts; we’re outcome-focused innovators. By merging deep technical insights with advanced AI tools, we’re able to resolve complex technical issues faster and with precision, and we’re empowering our clients to achieve their best operational performance.

In this role, your job is to lead. You'll be the critical link between our tech teams and the customer, responsible for understanding their needs, guiding them through complex troubleshooting, and ensuring they get proactive, relevant solutions. This role calls for someone who’s ready to tackle technical escalations head-on, someone who finds energy in the fast pace, the unpredictability, and the challenge of driving continuous improvement.

You’ll fit seamlessly into our team if you’re fluent in both customer success and technical troubleshooting. You'll bring strategic insight to operational reviews, translating technical data into practical recommendations that leave our clients feeling understood and empowered. If you’re ready to work with high-profile clients, have a background in Telecom BSS/OSS, and want to take ownership of customer relationships in a role that values AI and proactive problem-solving, then we want to hear from you.

**What you will be doing**
- Client Check-ins: Attending regularly scheduled meetings with customers to review their account status, gather feedback, and ensure ongoing satisfaction.
- Support Ticket Management: Overseeing and resolving technical support tickets, ensuring timely and satisfactory closure of issues.
- Operational Reviews: Conducting detailed operational reviews with customers, providing insights into system performance, usage trends, and recommendations for optimization.

**Key Responsibilities**
- Drive customer satisfaction by ensuring timely resolution of escalations and maintaining strong, ongoing client relationships
- Previous experience in technical support or technical account management
- Familiarity with telecommunications BSS and OSS systems
- Must be currently based in a European or African time zone

**This position is also known as**:

- Lead Account Manager
- Technical Customer Success Manager
- Technical Solutions Manager

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