What's the role?

As a Senior Tech Support Manager, you will continually identify and develop a pipeline of prospects and new funnel opportunities for the TCS team. You will be responsible for working with Sales leaders to generate pipeline opportunities and help build relationships to creatively expand the existing relationship or acquire new relationships. You will be the point of contact for Sales on custom TCS portfolio beyond Support Plans. You will ensure the internal TCS team is fully equipped with the knowledge to sell and deliver the new TCS portfolio items.

You will develop a positive relationship with Sales and customers in the targeted accounts or territories. You understand the organization, structure, and business model of customers and develop relationships with decision makers, and technical operatives to ensure efficient communication and productivity.

Your main responsibilities include:

• Innovating and building new TCS portfolio in line with global needs identified by the Sales team and customers
• Promoting and selling the full breadth of TCS support and packages to new and existing customers while maintaining and sustaining successful ongoing relationships with key decision makers
• Keeping Sales collaterals fresh for Sellers to effectively upsell and cross sell various support plans, onboarding plans, customer success management and resident engineer packages
• Prospecting and developing creative proposals and working with Sales to close deals
• Responsible for building a strong pipeline of opportunities
• Provide guidance to TCS leadership in region on new portfolio items
• Understanding pricing structures and negotiating contracts through to conclusion
• Strengthening relationships with Sellers and Customers
• Looking after queries, customer concerns and actions quickly and efficiently during the presales stage, maintaining great communication at all times and providing a regular flow of information which contributes to the overall customer experience
• Working closely with regional TCS leaders to help them in the customer and Sales interlock process as required during the presales process

Who are you?

You can be successful in this role if you possess the following skills, competencies and experience.

• Bachelor’s degree in engineering, business or related fields
• Possess 10+ years of work experience in technical account management
• Experience in customer success and technical support domain
• Ability to engage with senior executives within large customers and partners
• High energy, independent, self-motivated, enthusiastic, ambitious, goal-oriented, and success driven
• Validated skills in technical account management, planning and delivery
• Strong negotiation, interpersonal, and presentation skills
• Creative thinker willing to challenge status quo with new ideas, new approaches, and new solutions, while deeply understanding and respecting what works today
• Strong understanding of Software development lifecycle and experience in java/Python/AWS/cloud is preferred
• Strong GIS background highly desirable. 
• Strong communication skills in English

Who are we?

HERE Technologies is a location data and technology platform company. We empower our customers to achieve better outcomes – from helping a city manage its infrastructure or a business optimize its assets to guiding drivers to their destination safely.

At HERE we take it upon ourselves to be the change we wish to see. We create solutions that fuel innovation, provide opportunity and foster inclusion to improve people’s lives. If you are inspired by an open world and driven to create positive change, join us. Learn more about us on our YouTube Channel.

About the Role:

This role will primarily focus on expanding the technical customer support portfolio and working with Sales team across different regions to understand any niche requirements unaddressed today, help in upselling and cross-selling the various Technical Support portfolio and customer success management packages.