At a Glance
- Tasks: Build and maintain relationships with our Platinum customers while ensuring they maximise Doxis software.
- Company: Join Doxis, a leader in innovative software solutions with a focus on customer success.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and customer satisfaction.
- Why this job: Make a real impact by helping top clients achieve their business goals through our products.
- Qualifications: Experience in service management and strong organisational skills are essential.
The predicted salary is between 35000 - 45000 £ per year.
As a Technical Account Manager focusing on our Platinum customers at Doxis, you will be responsible for building and maintaining relationships with our most important customers.
You will ensure that they receive outstanding service and get the most out of Doxis software solutions.
Your focus will be on providing individual support, implementing strategic initiatives, and ensuring that our Platinum customers achieve their business goals through the effective use of our products.
Your Responsibilities
Strategic relationship management
- You will be the main point of contact for Platinum customers and will build strong, strategic relationships.
- You understand your customers' goals and challenges and develop customized success plans.
- You understand customer-specific operational, contractual and service reporting requirements and ensure that service reviews and customer communication are aligned accordingly.
Onboarding & product usage
- You ensure a smooth start and successful implementation of Doxis solutions.
- You will conduct individual training sessions to maximize product acceptance and usage.
Technical support & problem solving
- You will be the main contact person for technical questions, analyze complex problems related to Doxis software, operating systems, databases, and networks, and develop solutions together with our specialists.
- You will proactively identify potential problems and ensure that escalations are handled quickly.
- You assess technical issues in terms of customer impact, SLA/KPI relevance, reporting obligations and required follow-up actions.
Product optimization & performance monitoring
- You monitor product usage, service performance, availability, responsiveness, incident trends and operational KPIs.
- You create customer-ready service reports with clear insights, deviations, risks and concrete recommendations for action.
- You coordinate the collection and validation of reporting data from Managed Services, Support, Cloud Operations, Security, Product and Finance.
Service governance & reporting
- You prepare and support regular customer service review meetings, including SLA/KPI status, incidents, changes, releases, improvement actions and upcoming updates.
- You help translate contractual reporting requirements into practical internal processes, measurable KPIs, clear ownership and customer-facing report formats.
- You track agreed actions, recurring issues and improvement measures across internal teams and ensure transparent follow-up with the customer.
- You identify upselling and cross-selling opportunities that match customer needs.
- You work closely with Sales, Product, Support, Managed Services, Cloud Operations, Security, Compliance and Finance to drive customer success, operational transparency and continuous service improvement.
Your Profile
- You have experience in service management, service governance or operational reporting for enterprise customers, ideally in Saa S, cloud or managed services environments.
- You understand ITIL-based service management processes, especially incident, problem, change, service level and continual improvement management.
- You are able to interpret service level and reporting requirements and translate them into clear KPIs, responsibilities and customer-facing reports.
- You have strong organizational skills and are able to coordinate input from multiple internal teams, manage deadlines and ensure consistent reporting quality.
- You have a strong technical interest, recognize connections, and find suitable solutions to problems that arise.
- Experience with Service Now, monitoring, dashboarding or reporting tools is an advantage.
- Whether with customers or colleagues, you communicate confidently in English. German language skills are an advantage.
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Technical Account Manager employer: SERgroup Holding International GmbH
At Doxis, we pride ourselves on being an exceptional employer, particularly for our Technical Account Managers who engage with our Platinum customers. Our collaborative work culture fosters innovation and personal growth, offering tailored training and development opportunities to ensure you thrive in your role. Located in a vibrant area, we provide a supportive environment where your contributions directly impact customer success and satisfaction, making your work both meaningful and rewarding.
Contact Details:
SERgroup Holding International GmbH Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Technical Account Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SERgroup Holding International GmbH. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SERgroup Holding International GmbH before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Account Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SERgroup Holding International GmbH:Your cover letter is your chance to shine! Tell us why you want to work at SERgroup Holding International GmbH specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SERgroup Holding International GmbH!
How to prepare for a job interview at SERgroup Holding International GmbH
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
