Senior Client Technical Advocate

The role of Strategic Technical Liaison is pivotal in driving the success of our organization. As a key member of our team, you will be responsible for fostering and maintaining robust relationships with assigned clients, acting as their trusted technical advisor and primary resource for technical issues and inquiries.

Key responsibilities include:

• Client Relationship Management:
  • Serve as the single point of contact for designated clients in the post-sales phase.
  • Continuously prioritize customer success, assisting clients in achieving their business and technical objectives.
  • Foster and maintain strong relationships with assigned clients to ensure alignment with their strategic goals and objectives.
  • Develop a thorough understanding of each client's business and technical requirements to provide relevant technical information, guidance, and support.

Responsibilities also encompass:

• Technical Support:
  • Deliver expert technical support and troubleshooting for assigned clients, offering guidance on product usage, integration, and best practices.
  • Conduct in-depth troubleshooting across a range of products, replicate customer environments using lab equipment, and recommend potential solutions.
  • Take proactive ownership of customer incidents, driving timely and effective resolutions. Manage communications and set expectations with customers throughout the resolution process, ensuring clarity and satisfaction until case closure.
  • Engage in customer conference calls and face-to-face meetings as required.
  • Generate service reports to summarize service activities and performance for key stakeholders.
  • Report software and hardware issues to the R&D department and ensure proper follow-up and resolution.

Additionally, this role involves:

• Proactive Account Management:
  • Implement and oversee various proactive measures to maintain a stable and reliable customer network, ensuring consistent performance and minimizing disruptions.
  • Proactively identify opportunities for optimization and enhancement within the client's current setup or usage of products and services.
  • Provide clients with strategic recommendations based on their usage patterns and industry trends to help them achieve their long-term goals.
  • Anticipate and mitigate risks by analyzing potential problem areas and developing preventive strategies.
  • Educate clients on best practices, new features, and potential improvements to enhance their experience and maximize the value they receive from the product.
  • Help customers to enhance their technical skills by providing customized targeted training on product offerings and solutions.
  • Conduct weekly status conference calls with customers to report status of open issues and projects. Assess satisfaction, performance, and opportunities for further engagement or improvement.
  • Regularly monitor client health and usage metrics to identify and address potential issues before they impact the client.
  • Develop best practice deployment and troubleshooting methodology documentation to help customers.

• Escalation Management:
  • Act as an escalation point for critical technical issues and drive critical incident management by collaborating with internal teams to ensure timely and effective resolution.
  • Create and present Root Cause Analysis (RCA) and Post Incident Report (PIR) to various customers' stakeholders including executive leadership if required.

• Feedback Loop:
  • Collect customer feedback and insights to help drive product improvements and inform internal teams of customer needs and expectations.

• Documentation:
  • Maintain accurate and detailed records of client interactions, technical issues, and resolutions.

**Requirements:**

• 6+ years of experience in a technical support, account management, or similar client-facing role.
• Strong understanding of data networking protocols, Network Security technologies, Routing and Switching with the ability to troubleshoot and resolve complex technical issues.
• Bachelor's degree in computer science, Engineering, or a related technical field (or equivalent experience).
• Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical audiences.