JOB DESCRIPTION – TECHNICAL ACCOUNT MANAGER
Location: Hong Kong
Area of focus: APAC
MBR Partners are looking for a candidate for the role of Technical Account Manager that has a strong technology background coupled with sales/business development acumen, to be part of our client's field sales organization.
The primary objective of the role is to provide technical account ownership as the primary contact and interface for our client’s prospect or customer.
The focus is on presales activity (75-90%) with some post-sales activity, including oversight of project deployment and the relationship management on a technical plane.
The candidate must enjoy spending time with prospects, customers and partners in a proactive, high-energy and self-motivated culture and must be driven by a very strong will to win.
The role calls for individual responsibility – with primary ownership and hands-on involvement in delivering presentations, proposals and other customer-facing material, , but will call for leadership and team work in bringing together other stakeholders for specific needs in the course of their work and communicating effectively and proactively with them.
Job Description and Requirements
For every opportunity that he/she handles directly, the candidate will be responsible for end-to-end management of all technical aspects of an account under his/her direct control through the entire presales phase of an opportunity -
Work with the sales person or account manager to support the sales cycle for the opportunity from a technical perspective
Play the role of a thought leader and demonstrate business and operational value offered by our client’s solutions, by engaging relevant stakeholders at all levels – senior executives, decision makers and influencers
Develop a deep understanding of a customer or prospect’s business to seek out possible opportunities in concert with the sales account manager, and lead the “solution” creation process that fulfills the customer’s needs by using a combination of our client’s solutions as relevant and appropriate
Adapt or create customer-facing materials for various stages of the presales process – presentations, technical information notes, deployment/solution architectures, etc.
Own the proposal preparation process for each specific opportunity that he/she works on, including being the primary owner and creator of every proposal or response to RFx (e.g., RFI/RFP/RFQ, etc.) or tender; will liaise with different internal functions including product management/marketing, engineering, and delivery organizations, to ensure completion of all customer-facing document submissions
Conduct demos of products to customers and prospects
Ensure a smooth handoff to the posts-sales stage for a successful deal via a Statement of Work (SOW) and internal discussions, as well as through participation with customer stakeholders and our client’s project delivery and service management teams
Provide support to the Project Manager and Support Manager in the delivery phase of the engagement
Will be responsible for several accounts/opportunities in parallel
Must be willing to travel extensively both internationally and locally (at least 60% to 70%)
Skills and Expertise
Focus domains - solution delivery in the domain of data-driven analytical solutions for mobile operators across the region, focusing primarily on mobile network security and data-driven analytical solutions, with secondary
Technical skills – we are looking for a combination of skills across the following areas (this is an exhaustive spread, and candidates with partial matches are welcome to apply) –
Strong understanding of the telco system stack – networks, BSS and OSS
o Cellular core network architecture – including an understanding of the core network topology and elements
o Knowledge of core mobile network elements, their functionality, key procedures (including signaling messages) is a must
o An understanding of radio / RAN is desirable but not mandatory
o Signaling and switching protocols for GSM/3G/LTE – SS7 and Diameter
o Mobile Data and IP/GPRS – elements, protocols, procedures
o BSS/OSS elements - billing, provisioning, mediation, policy management, probes and DPI, TAP/RAP processes
Experience in the domain of security of mobile networks in the signaling and data traffic planes is a key focus area for this role; experience in these aspects will be a huge positive
Analytics for Mobile Operators – in any or more domains including subscribers, networks, CEM, services, etc.; experience with business intelligence, analysis, reporting related initiatives and technologies
Big Data technologies and data analytics (concepts like machine learning, outlier and anomaly detection etc will be a big plus)
Software – understanding of software systems and architecture (preferably in the context of telecommunication systems); hands-on background in software development, will be a plus
Defining “solution architecture” to serve the customer’s business needs, and mapping a complete solution to customer needs by utilizing our clients’s portfolio of products
Proactive and strong communicator; above-average verbal and written communication skills
o Good presentation skills a must, and ability to “whiteboard” concepts during discussions
o Owning proposals, solution approach notes, preparing bid/RFP response packages and all other activity related to the presales cycle of the sales process
Create business cases for customers in concert the customer and our client’s business line experts
Must be a self-starter and show initiative in all aspects of the job; must be able to work and deliver results under minimum supervision while meeting timelines
Strong multi-tasking skills - must be organized, and prioritize activities quickly and effectively
Language proficiency – effective and strong English (written and spoken) skills are mandatory
o For North Asia/Greater China positions – strong knowledge of Chinese (Mandarin, Cantonese) is mandatory; including ability to communicate on a technology plane (knowledge of Japanese, Korean will be a plus but is not mandatory)
Experience and Education
Preferably 10-15 years of relevant industry experience, primarily in customer-facing roles, of which preferably at least 5 years should have been in technical presales/project management in the fields of wireless telecommunication; should have experience in working with geographically distributed virtual teams
Education – Bachelors or equivalent degree/diploma in Engineering (EE, CS, Telecom) or other related fields of study; higher degree like MS, MBA or equivalent will be an advantage (but is not mandatory)
The position reports into a matrixed reporting structure. While collaborating and working closely with one or more Sales Directors, the selected candidate will report to the Regional Senior VP/General Manager and the Senior VP of Global Technical Account Management, while working very closely with regional stakeholders for project delivery and post-delivery customer support.
Key Success Metrics
Key success metrics used to measure performance in this role include
o Success rate in winning orders and meeting forecasted numbers in presales support role (work closely with sales account manager and/or regional GM)
o Customer/partner satisfaction as a technical anchor in an account (building technical contact relationship)
o Using consultative engagement techniques to discover new leads and opportunities
Internal corporate metrics – the ability to work with several internal functions including Product Management, Delivery and Support will be measured via periodic 360-degree reviews