Client Technical Architect – Dublin / Hybrid / Remote

About the Company

My client, a global Software Organisation based in South Dublin and specialising in providing support and innovation around the IBM ecosystem to a global client base, now has a requirement for a dynamic Client facing Technical Architect.

About the Position

As a Client Technical Architect, you will be at the forefront of international customer service delivery, delivering the value-add support my client has to offer.

You will be driven by providing a world-class service and will display expertise in delivery of my clients offering in particular during customer engagements.

You will provide technical escalation support to the Ops and service desk team from the initial onboarding process and throughout the lifecycle of a customer. You will collaborate closely with Pre-Sales and Service Innovation to provide a seamless experience from prospect to customer and through to contract renewal.

You will use these customer engagements to understand how my client can expand its support offering throughout customers’ IT estates.

Key Responsibilities

• Collaborate with Pre-Sales Product Specialist to understand the background, challenges, and opportunities envisaged with prospective customers
• Support the services team in onboarding new customers, bringing technical expertise, and preparing product experts for technical calls
• Work with the Customer services team and product experts to support customers, identifying opportunities to develop proactive service delivery solutions
• Seek opportunities to deepen relationship with existing customers by identifying additional products to support.
• Coordinate, manage and attend (where possible) technical calls between product experts and customers to ensure a professional image is always presented to our customers.
• Provide technical support to Service Desk team, consulting on challenging and complex tickets, working with Global Experts to ensure timely and quality resolution of tickets.
• Challenge the status quo and find more efficient ways to do things.
• Collaborate with Service Innovation, highlighting emergent technical challenges and commercial opportunities with the aim of further developing our scope of customer support.

Experience/Requirements

• 10+ years’ experience in a similar technical post-sales/customer success role
• Experience in partnering with cross-functional stakeholders up to board level
• Professionalism, planning, organising, problem solving, able to deal with several tasks simultaneously.
• Exceptional interpersonal, organisation, presentation, and communication skills.
• Appreciation of the customer and how to meet them with honesty and integrity.
• Maintain a holistic overview of complex situations and deal effectively with difficult issues
• Ability to work under pressure and to tight deadlines.
• Strong team player who can work effectively across a matrix organisation

Remuneration Package

• Market leading package on offer

Contact

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