Account Manager

High public relations skills to build optimal client relationships

Active and continuous learning

High discipline, accuracy, and follow-through

Strong time management skills

Proficiency in using issue tracking tools like Jira

Proficiency in managing and using environments like Telegram and Slack

Ability to create reports and accurately document events and interactions across different channels

The following are considered advantages:

Relevant work experience

Familiarity with the cloud domain

Client relationship management: Building and maintaining strong, sustainable relationships with clients before and after registration or contract signing

Training and support: Assisting clients with onboarding and training for service usage, periodically reviewing challenges and issues they face

Gathering needs/feedback: Collaborating closely with clients to understand their evolving needs and relaying feedback to product and DevOps teams through regular client meetings

Managing and tracking messages, tickets, and inbound calls: Overseeing the creation, resolution, and follow-up of tickets and inbound calls to ensure client issues are resolved within SLA frameworks. Managing client inbound calls, maintaining accurate contact records, and documenting related documents. Following up on client requests until resolution

Creating periodic reports: Providing daily and periodic reports to the direct supervisor, creating, updating, and continuously managing FAQ documents

Monitoring and alert analysis: Ability to learn and analyze basic technical monitoring dashboards and alerts to quickly respond to client questions and needs

Collaboration with technical/product teams and documentation: Following up with DevOps/SRE teams for technical investigations and documenting basic and preliminary technical follow-up processes and onboarding other team members

Upselling & Cross-Selling: Identifying opportunities to offer additional services to clients and ensuring they are aware of new features or products