Technical Account Manager

Position Summary

NTT America, American subsidiary of one of the largest Telecommunications and Network Provider companies in the world, is offering a compelling and rewarding career opportunity for a Japanese speaking, technically-savvy and self motivated Technical Account Manager (TAM).  Supporting our most demanding, Enterprise Hosting customers through their entire account lifecycle, the successful candidate will foster a sense of customer intimacy through proactive partnership with their assigned account(s), ultimately accountable for customer satisfaction and retention.  Requires strong interpersonal, communication and negotiation skills with knack for bringing order to chaos and a relentless drive for and finding the “right” solution. 

Duties Responsible for all aspects of the project lifecycle including formal project management Skilled at developing statements of work, scheduling, risk management, scope/change control, managing a team in a complex matrix environment, while managing customer expectations.  Responsible for client relationship/account management (financial and client satisfaction) Work with peer teams to deliver results to your customers Provides both verbal and written customer communication regarding account/project status Educates other departments on account specific procedures concerning special server configurations, client escalation procedures, and site-specific solutions Facilitate ongoing customer conference calls Responsible for customer relationship management Handles escalated customer issues (24x7) Participates in audits, and works with management to establish or revise procedures and processes as necessary. Maintains a working knowledge of all products, processes and systems. Performs other duties as assigned.

 

Job Requirements:
Skills  Fluent Japanese skills – both oral and written. Strong interpersonal skills, sound judgment and the ability to effectively respond to and resolve unexpected incidents. Minimum 3-5 years of large-scale technical account management, preferably within a hosting environment. Thorough knowledge of process and procedures associated with all aspects of the operations support role.  Familiarity with or previous work experience in environments with structured Operational processes such as ITIL or ISO is a plus. Excellent problem solving skills Strong knowledge of network technologies, Windows and UNIX/Linux platforms. Must be able to grasp new technical information quickly. Ability to read and interpret complex diagrams and specification requirements. Ability to handle multiple tasks and work well in an intense environment. Excellent verbal and written communication skills (in both English and Japanese) Must be able to work closely/effectively with others in a team oriented environment. Demonstrated customer service, leadership and team interaction Ability to bridge technology and business goals to provide productive solutions.

EOE M/F/D/V

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