Service Account Manager
Forsk is a leading provider of RF planning solutions for the wireless industry. Our 110+ customers are wireless operators, equipment suppliers and consulting firms from 55 countries. Forsk has strategic partnerships with major players including Vodafone, Nortel Networks, Alcatel and Huawei.
Our main product Atoll is an open and flexible multi-technology RF planning environment that supports GSM/GPRS/EDGE, UMTS/HSDPA, CDMA2000 1xRTT/EV-DO, TD-SCDMA, WiMAX and Microwave Links.
Forsk is looking for a Service Account Manager (SAM) 100% dedicated to one of our customers. The SAM will be located at our customer’s premises. His key duties are:
- Provide Customer contact point - The SAM is the focal point for contact with our customer on a day-to-day basis. This includes disseminating information and working with our customer to improve communications on product related issues.
- Provide an escalation point - The SAM is responsible for escalating all customer service and Atoll product issues within Forsk on behalf of his customer until a solution that is acceptable is achieved.
- Provide project scheduling, management and status reporting - The SAM schedules and manages the implementation of new releases. The Service Account Manager coordinates all project activities and ensures on-time delivery of upgrades, etc. to our customer. Manage the distribution of new releases and related documentation. Produce Monthly Call Metrics.
- Track and manage open Atoll product related trouble tickets -It is the responsibility of the SAM to ensure that all questions and issues are resolved to our customer’s satisfaction in a timely fashion.
Provide Product Feature Reviews for future products -The SAM works with Marketing and Sales to keep our customer apprised of features that will be available in upcoming releases. - Provide strong second tier Technical support to end users:
- Acts as technical liaison. Assist/oversee software beta testing
- Work with the markets on as needed basis for support
- Remotely log in and identify and troubleshoot problems with project files, data structure per needed basis
- Host monthly and quarter user group meetings through WebEX and as needed - Assist Forsk with identifying customer specific training needs
- Work with clients to build rapport and ensure the highest possible level of customer satisfaction
- Conduct Customer Satisfaction Surveys
Full training on Atoll RF planning tool will be provided to the selected candidate. This is a great opportunity to join a world leading RF planning software company.
Requirements:
We are looking for (MSEE/PhD) candidates, motivated professionals with strong wireless telecommunications background, 7+ year experience with RF planning software products (Atoll, Planet EV, Asset, Wizard) and outstanding customer service skills. GSM and UMTS experience is required.
Previous experience working at large company headquarters is desirable as well as project management experience. The candidate must be ready to work under very high pressure.
Quick learners, self-motivated, attention to detail. Applicants must be motivated by advanced software technologies.
Location: Atlanta, GA (up to 30% travel may be required)
Eligibility: Candidates should have the legal status to work in the U.S.
Employment Type: Contract (6 months) position (renewable).
Compensation: very competitive rates