Technical Account Manager to Vienna/Austria

JOB DESCRIPTION
Position: Technical Account Manager
Reports to: Manager Client Solution Support
Location: Vienna, Austria

Nature and aim of the position
The holder of position is providing second level support for Global Blue’s fleet of Issuing Solutions.
These solutions are provided to GB’s merchants and are based on Card Payment Terminals, stand-alone or are integrated into Point of Sales Solutions.
He/she is working with the team’s senior engineers and Delivery Leads on supporting incidents and providing solutions to escalated incidents and problems.
He/she has active involvement in the company’s change process as it pertains to GB Technology.
He/she has active involvement in the company’s problem management.
He/she interacts with Back-end teams which provide underlying IT Services.
He/she interacts with Product Management which provide features and fixes for Issuing Solutions.
He/she is a contributor to define and optimize processes for the Client solutions team and the interaction with their stakeholders.
The holder of this position effectively monitors, controls and supports service delivery, ensuring systems, methodologies and procedures are followed.
This includes to be SPOC Single Point of Contact in case of issues, manage additional service requests, and interact with Sales as well as Global Blue IT department.
Roll-out projects for specific Issuing Solutions are in scope of Delivery Management.

Main duties and responsibilities
Provides solution support for all Issuing Solutions in scope which are provided by GB Technology
Assists/performs the execution of deployment for all Issuing Solutions in scope deployment
Assists in and/or Performs root cause analysis for incidents and starts problem analysis/resolution and change process
Effectively utilizes the ITSM support tool (in order to effectively communicate with L3 and Partners)
Assists in the definition of possible product development related requirements which would be sent to GB Technology Product management.
Defines new processes or actively works on modifying existing processes within the departments to better meet the requirements set out by the business
Ensures that processes and tasks are documented accurately.
Performs on call duty.
Hands out regular training to L1 support teams
Handles escalations for key clients and all related support communication.
Provides escalation management as a focal point for communicating, coordinating and managing escalations for given Account
Acts as a Single point of contact for the Client Account Structure Team, ensuring Services Excellence for the account
Is responsible to represent Delivery towards the Clients in scope

Involved In:
Customer Loyalty Initiative
Escalation Management
Service Improvements Plans initiative
Once a Delivery Lead is assigned to work on account she/he:
Represents and Lead Delivery Teams
Conducts interviews of Account Team and Delivery to gather information on the issues found and suggestions for improvement
Develops & Agrees Service Improvement Plans
Follows the SIP till completion, ensuring proper communication and engagement with key stakeholders and leaders

Main KPI’s
SLA for Resolution time for incidents.
Documentation of implemented processes.
Implementation of processes within the team.


Main Function interaction:
All Issuing Solutions teams within GB Technology
Main cross-Function interaction:
GB Technology L3
Vendors
Partner IT (on a technical, incident level)
Key clients (on a regular basis to ensure service excellence)

How to apply: Please send us your up-date English CV together with Motivation letter highlighting your suitability for the job as well as 2 List of References from you last employers. We will only consider candidates that will provide us with all required documents and meet our requirements for the position.