Technical Account Manager

Mission

Step into the heart of our Customer Success team and make a difference as a Technical Account Manager Asia. Your role will be pivotal in forging and nurturing proactive relationships with both existing and potential IBA Industrial customers. You will be the key player that ensures seamless operations and an exceptional customer experience, all while interacting with a diverse range of internal and external stakeholders.

Challenges we trust you with

• Customer Advocacy: Be the voice of our customers within IBA Industrial. Gather feedback through regular calls and surveys, ensuring their needs are always front and center.
• Primary Contact: Serve as the main point of contact for our customers, continuously striving for their satisfaction through proactive engagements and meetings.
• Coordination & Execution: Lead the coordination with internal teams to ensure all contractual services and deliverables are met, including preventive and corrective maintenance and remote support.
• On-Site Follow-Up: Oversee all on-site visits and ensure seamless communication among all stakeholders.
• Issue Escalation: Handle escalations following established processes and ensure thorough information sharing within the organization.
• Continuous Improvement: Identify recurring issues, collaborate with relevant teams for solutions, and drive continuous improvement initiatives.
• Service Management: Communicate services provided outside the contractual scope to customers and ensure proper financial follow-up.
• Relationship Management: Maintain strong relationships with customers and stakeholders, manage expectations, and provide regular status updates.
• KPI Monitoring: Establish and monitor service operation KPIs, sharing insights and opportunities with the sales team.
• Third-Party Collaboration: Build and maintain robust relationships with third-party suppliers.
• Reporting: Document and report all activities, improvement plans, and actions with precision.
• Tool & Process Development: Work with the Customer Success team to enhance existing tools and processes.

What we value

• Educational Background: A master's degree in engineering or industrial sciences.
• Experience: Proven project management experience in an international and multicultural environment. An experience within a complex industrial context and a customer facing role is a strong plus.
• Technical Skills: Proficient in MS Office; knowledge of SAP is advantageous.
• Communication: Excellent communication skills in English. French is a plus.

What you‘ll bring:

• Customer Focus: A strong customer-centric mindset with outstanding people management skills.
• Leadership: Assertive with strong interpersonal skills, capable of driving change.
• Team Player: Collaborative and supportive with a team-oriented approach.
• Independence: Able to organize work autonomously and take independent initiative.
• Analytical & Creative: Possessing an analytical mind with a flair for creative solutions.
• Adaptability: Flexible, stress-resistant, and highly organized with excellent planning and communication skills.
• Technical Enthusiasm: Keen interest in various technologies and a commitment to continuous learning.
• Willingness to Travel: Open to international travel up to 15% of the time.