Associate Collaboration Technical Services (TS) Systems Integration Specialist

Key responsibilities:

• Develops the ability to start 'owning' portions of an installation, break/fix incidents, and problem management.
• Functions jointly with the CX and Collaboration Implementation Engineering team to meet client requirements.
• May be required to perform periodic telephonic duty on the technical service desk, providing second line telephonic support under guidance to customers.
• Action less complex configurations and installations
• Attend to less complex break/fix events

To thrive in this role, you need to have:

Technical Skills:

• Basic IT Knowledge: A solid understanding of fundamental IT concepts, including hardware, software, networking, and operating systems.
• Problem-Solving Skills: The ability to identify, analyze, and resolve technical issues.
• Learning Agility: A keenness to learn new technologies and adapt to changing technological landscapes.
• Attention to Detail: Meticulous attention to detail to ensure accuracy in tasks and troubleshooting.
• Ability to develop an understanding of fundamental project management and administration processes
• Fast learner and with a curious mindset. Display a strong learning orientation

Soft Skills:

• Communication Skills: Effective verbal and written communication to interact with colleagues, clients, and vendors.
• Teamwork: The ability to collaborate effectively with team members.
• Time Management: Strong time management skills to prioritize tasks and meet deadlines.
• Customer Focus: A commitment to providing excellent customer service.
• Positive Attitude: A positive and hands-on proactive approach to work.
• Problem-Solving: A logical and analytical approach to problem-solving.
• Adaptability: The ability to adapt to change and learn new skills quickly.

Academic qualifications and certifications:

• A Degree in computer science, information technology, or related fields. Specialized training/certifications in new technologies and legacy systems or equivalent is an added advantage

Required experience:

• This is an entry level role, however, some work experience in a technical implementation engineering or similar role in the IT industry is an added advantage.

Learner - Client Success Management

The Client Success Learner role is designed as a developmental position for individuals interested in building a career in client success management. The learner will work closely with experienced Client Success Specialists to understand best practices in managing Tier 3 client accounts and supporting the contracting process. The role emphasizes learning, shadowing, and gradually taking on responsibilities with guidance.

Key Responsibilities:

Client Relationship Development:

• Learn how to nurture and maintain professional relationships with client representatives, under the guidance of a Client Success Specialist.
• Observe and support in ensuring clients engage successfully with the organization.
• Participate in calls/meetings to understand how client satisfaction (CSAT) is monitored and improved.
• Assist in escalating issues through proper channels, learning how to facilitate resolution in collaboration with resolver groups.

Contract Management:

• Support in drafting contracts and scopes of work while gaining exposure to contract management best practices.
• Learn the process of ensuring timely client execution and handover to delivery teams.
• Gain an understanding of compliance and governance in contracting.

Adoption Support:

• Shadow Client Success Specialists to learn how clients adopt service features and increase usage.
• Assist in gathering client feedback and usage data to support adoption initiatives.
• Observe how value realization is demonstrated to clients.

Expansion & Renewal Awareness:

• Learn how to identify potential opportunities for up-selling and cross-selling.
• Gain exposure to renewal processes by assisting in preparation for on-time contract renewals.
• Support in documenting key client milestones that contribute to renewals and expansions.

Client Success Practice:

• Participate in team learning sessions, knowledge-sharing forums, and internal training on client success practices.
• Learn about data quality management, reporting, and maintaining accurate client information.
• Assist in onboarding Tier 3 accounts on the service portal.
• Gain hands-on experience with tools, methodologies, and client success KPIs.

Knowledge and Attributes:

• Building strong interpersonal and communication skills to interact effectively with stakeholders.
• Developing foundational knowledge in account planning, stakeholder management, and IT service environments.
• Learning about ITIL practices, contract management, and billing processes.
• Gaining exposure to financial and strategic aspects of client success (renewals, churn reduction, value realization).
• Understanding the company’s offerings, positioning, and service portfolio.

Academic Qualifications and Certifications:

• Bachelor’s degree or equivalent in Information Technology, Business, Sales, or a related field (preferred but not required for entry-level learners).
• Interest in pursuing ITIL foundation certification, Client success certifications and related industry certifications during the role.

Client Manager - Digital Network Services

Key Responsibilities:

• Manages and grows relationships to drive expansion and renewals across all solution areas within assigned regional clients.
• Builds relationships and influences stakeholders.
• Works with and through company's network of offices to deliver an excellent client experience in each relevant market.
• Realizes revenue and margin targets and maximizes sales opportunities through connecting client needs with company offerings and solutions.
• Develops and drives organization strategy with local client managers within assigned regional accounts.
• Uses engagement skills to establish account strategies with key stakeholders (focus of power, focus of receptivity, focus of dissatisfaction).
• Minimizes churn and maximizes retention in assigned accounts.
• Use company's sales tools (for example, Salesforce.com) and methodology to effectively manage the accounts, opportunities, pipelines and forecast.
• Be fully aware of and understand the International Trade Policy.
• Meets or exceeds quota targets through comprehensive account management.
• Grows the profitability, revenues and client satisfaction levels for company’s regional clients’ portfolio.
• Drives passionately for client satisfaction throughout the entire lifecycle of the clients’ buying process, by taking ownership for the commercial agreement for each client.
• Generates demand by assisting clients to identify current needs (turning clients’ implied needs into explicit needs), and then effectively articulating how company can add value through services and solutions.
• Approaches the management of the account in a systematic way by identifying the strategy which will be used to develop and grow the account profitably.
• Performs vulnerability analysis of company's position in comparison to that of competitors and vendors to ensure the client’s requirement is at the heart of the proposed solution.
• Positively influences and enables financial control, governance and compliance in a region throughout area of specialization to prevent and reduce financial costs.
• Acts as first point of contact for client issues.

Knowledge and Attributes:

• Sales business acumen. The skills supporting successful selling through organizational and business outcome mindset. Success will require focusing on planning, leveraging tools and DATA, and concentrating on company business requirements. developing the skills to understand the client’s business (including commercial and financial aspects) in order to bring value to them from the company's portfolio of services.
• Sales client engagement and management. The skills used to effectively manage and analyze the client throughout the client lifecycle, with the goal of improving client relationships and driving sales growth. Success will require detailed understanding of client needs, effective sales planning, and building trust, all while managing to client expectations. developing the skills required to know the client, building effective and lasting relationships with them and to be seen as a trusted advisor.
• Sales solution skills. The knowledge of the company’s offerings, client applications, use cases and market trends and the skill to apply them to individual client and prospect situations that positions the sales team member as an expert client advisor. Success will require the ability to link company offerings, including high-value services to specific client and prospect needs and outcomes.
• Sales pursuit. The skills and knowledge that enable a sales team member to create success by identifying and advancing opportunities at assigned prospects and clients. Success will require both individual ownership as well as accountability for coordinating internal and external resources in order to close sales opportunities.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in business or a sales related field.
• Relevant vendor certifications would be advantageous

Method of Application

Use the link(s) below to apply on company website.

• Associate Collaboration Technical Services (TS) Systems Integration Specialist
• Learner - Client Success Management
• Client Manager - Digital Network Services