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Service Account Manager 4

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Project/Program/Product Management
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18000943 Requisition #
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Job description

We are looking for a Service Account Manager who will be overall responsible for the daily and long-term support for 1-3 customers.

This person will be the administrative and technical coordinator for all parties (service managers, system experts, configuration layer developers) involved in the delivery of Service and Support for Jeppesen crew products to the customers.

This is an opportunity for you to work in an international environment in a leading edge expanding software company. The global Service Management team operates from three different locations; Gothenburg, Montreal and Singapore.

As a Service Account Manager you will:

-          Handle general customer issues that are not connected to a specific product

-          Summarize and report internally on all ongoing customer activities

-          Escalate resource allocation and prioritization issues within Jeppesen

-          Be the service managers’ and customers’ voice within Jeppesen, for example towards Product Management

-          Understand and discuss ongoing technical issues and requirements with Clients, Managers, Developers and Support Staff at the appropriate respective technical level.

-          Coordinate with project managers, configuration layer developers and the delivery organization regarding projects (including migrations) and change requests

-          Ensure there is a working information flow between all involved groups (for example service managers, maintenance projects, migration projects)

-          Ensure overall SLA and contractual obligations towards the customers are being met and adhered to.


Qualifications and Skills


This role requires an individual who is experienced and interested in customer service and support.

  • Minimum Bachelor’s degree in Computer Science or equivalent experience
  • 2-5 years in a similar or a customer relationship related role – preferably within the IT industry
  • A good command of the English language

Preferred Experience

  • Particular interest in technical problem solving
  • JIRA/Confluence
  • Scrum Master experience

Personal qualities

  • Highly responsible, able to take ownership of issues
  • Strong technical & analytical aptitude
  • Self Starter
  • Problem Solver
  • Able to work independently and within a team

The team you will be working with consists of 4 Service Managers and 2 Systems Experts handling 3 customers in the EMEA region, 2 customers in the APAC region and 4 customers in the Americas region. The team works closely with other local and global teams within Jeppesen.

 

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