Global Technical Services Manager

Job Description

1. Manage an international Technical Account Management (TAM) team, driving service excellence, customer satisfaction, and customer retention for strategic accounts.

2. Act as the dedicated service lead for strategic customers by building and maintaining long-term, trusted customer relationships.

3. Develop a deep understanding of customers business environment, business needs, and pain points. Provide guidance on the technology portfolio, including AI-powered solutions, customized service proposals, and industry best practices.

4. Conduct regular business analysis and deliver customer-facing reports, including:

* Incident review reports

* Service health reports

* Project status updates

* Quarterly Business Reviews (QBRs)

5. Serve as the voice of the customer by identifying customer requirements and pain points, and collaborate across functions to continuously improve the end-to-end customer experience.

6. Lead or participate in both onsite and remote customer support meetings, including incident response activities, while coordinating with cross-functional support teams to resolve customer issues efficiently.

7. Represent the service organization during the pre-sales and sales phases by:

* Owning the technical service solution design

* Working closely with the Business Development (BD) and Solution Architecture (SA) teams

* Delivering comprehensive service proposals

* Ensuring a smooth transition from contract signing to project go-live

Job Requirements

1. Minimum 5 years of experience in one or more of the following areas:

* Project Delivery Management

* Enterprise Customer Service

* Customer Success

* Strategic Account Management

Experience with AI-related projects or AI use cases is highly preferred.

2. Experience working in, or managing, global organizations or cross-regional teams.

3. Proven experience serving large enterprise customers, preferably in one or more of the following industries:

* Financial Services

* Telecommunications

* Public Sector

* Insurance

* Similar large-scale industries

4. Full professional proficiency in English, including:

* Business communication

* Meeting facilitation

* Solution presentations

Basic Chinese communication skills are required.

5. Bachelor's degree in:

* Computer Science

* Information Technology

* Or a related discipline

Equivalent practical experience will also be considered.