Job Description
- Consulting & Solutioning
- Interact with sales leads and delivery team to translate complex customer requirements into recommendations for solution architectures and consulting services.
- Work with a team of technical consultants, provide a point of escalation for customer inquiries, coach and grow team members’ skills in consulting delivery.
- Work with customer technical leads, client executives, and partners to manage and deliver migrations to cloud solutions.
- Work closely with Product and Engineering teams to package best practices and lessons learned into thought leadership, methodologies and published assets.
- Understand and clearly articulate customer needs, and help shape Google’s long-term product strategy; be an advocate of Google’s “product innovation story”.
- Support Escalation & Customer Management
- Final point of technical support escalation in Indo.
- Bridge between support and customer and account executives.
- Monitor SLA
- Assign tickets locally
- Ensure SLA is met by local support team.
- Escalate further to SG, MY or Google as appropriate
- Conduct Premier Support Quarterly Reviews and Present to Customers. Join account executives in customer engagement. Ensure customers are happy and issues resolved and escalated to the right people.
- Project Management
- Oversee project timeline in Indo.
- Ensure resources are assigned the right number of projects. Highlight if overloaded.
- Ensure right resources are given suitable projects.
- Handle any internal project escalations or emergency situations
- Assist HOD Wisnu or Ivan accordingly to push team to complete projects on time and on budget.
- Network Projects
- Provide solutioning of network architecture to customers based on their requirements.
- Manage configuration and installation when client engages use for projects.
- Assign tasks to engineers and monitor them.
- Contract freelance installation contractors to complete any physical installation works.
- Assist with dealing with Distributor to ensure stock has arrived
- Stock management in office
- Arranging stock delivery to clients
To apply for this job email your details to hr@point-star.com