Technical Account Manager, Japanese, Shah Alam, Selangor, Malaysia
Esri Malaysia is a multinational organization specializing in enterprise software solution for large public sector customers, GLC and corporates in Malaysia. We expanded our business to Malaysia in 1983 and have since developed a loyal customer base leveraging on strong brand recognition, globally proven solution and industry expertise in Malaysia, South Asia and USA.
We have largest market share and business growth is promising. Existing pool of resources can provide high quality consultancy services, project implementation and comprehensive customer support and now employs over 200 people in Malaysia.
As we continue to evolve and grow our business, we are looking for new ways to work more efficiently and more effectively. That's where you come in!
Please note this is a 24-month contract which will include night shifts, with overtime pay provided.
You must hold Malaysian citizenship to be considered.
About the Role
Your key responsibilities will include:
- Utilize account management and problem-solving skills to understand customers needs and function as liaison to the User Advocacy Group, development teams, or international distributor/regional offices to provide business intelligence to various groups within Esri.
- Provide Premium Support customers, business partners, and international distributors with proactive information and reports; participate in conference calls and perform on-site visits, as needed. Help to expedite resolution times by developing and following action plans and providing ongoing customer update.
- Focus on building long lasting professional relationships with customers and be familiar with clients business goals, architecture, key business, and key business stakeholders.
- Function as an escalation manager for issues deemed to be high priority for customers and work with the escalation management team to monitor the progress of hot fix requests related to Premium Support customers, business partners, and international distributors. Understand the critical nature of customer incidents and be their advocate within Esri Support.
- Work closely with product support analysts for better understanding of customer requests and the escalation at hand.
- Be resourceful and drive the initiative to help grow the Extended Support programs and expand services.
- Leverage and lead cross-divisional resources to define and execute an account strategy. Successfully execute the account management process, including account prioritization, account resourcing, and account planning.
- Work with distributors to coordinate alignment and collaboration, helping to improve support service capabilities to better serve customers.
- Participate in identifying areas of improvements for the different workflows and services provided, as well as to recognize and maximize new business opportunities.
- Develop yourself constantly, by learning and staying current on Esri's technology, and gaining a thoughtful understanding of insightful industry knowledge and how GIS applies to initiatives, trends, and triggers.
About You
We are seeking a proactive and reliable technical support professional, adept at handling technical requests and support, and capable of effectively interacting with customers.
To be successful in this role, you will need:
- 4 to 5 years of demonstrated experience in Account Management, Customer Success, Consulting Experience, Customer Support or other B2B customer facing roles, working with customers.
- Ability to speak, read, and write both English and Japanese fluently.
- Bachelor's degree in Geography, GIS, Business, Computer Science, Business Administration, Information Technology or a related field or equivalent work experience.
- Experience in managing & dealing with large complex customers.
- Excellent verbal and written communication skills to address differentiated needs, speaking to stakeholders at all levels and various departments, ranging from individual technical contributors to senior management
- Strong facilitation and presentation skills, combined with excellent listening, a customer-centric mentality and empathy towards users and customers.
- The position will need you to be flexible working based on stakeholders needs or requirements.
Why Esri Malaysia
At Esri Malaysia, we foster an inclusive, people-centric environment that values both professional excellence and personal well-being. Joining us, you will be provided with:
Empowered Flexibility: We offer flexible work arrangements to promote work-life balance. New employees are required to attend their local office full-time for the first three months to ensure a comprehensive onboarding experience before agreeing to a hybrid model.
Investment in your Growth: Access dedicated training and development programs, allowing you to continuously upskill and grow in your role.
Career Advancement: We promote internal mobility, and provide clear pathways for career progression, empowering you to navigate and elevate your professional journey.
Appreciation and Engagement: Enjoy a range of benefits, including Flexi Benefits, Mobile Phone Allowance, Medical & Insurance, Yearly Salary Increment, Referral Spotter Fees, Staff Awards, Engaging Events, and much more.
Performance Recognition: Enjoy a financially rewarding profit-sharing bonus.
We are a 2024 Circle Back Initiative Employer we commit to respond to every applicant.
Please note that Esri Malaysia does not accept unsolicited resumes from recruiters or employment agencies.
For further details or if you have any questions, please contact our Talent Acquisition team by mail at [Confidential Information].
