Technical Account Manager

Doxis Software Solutions Middle East Ltd.; Porto; Presencial; EUR 55 000 - 75 000; Tempo integral

Resumo da oferta

Doxis Software Solutions Middle East Ltd. in Porto is seeking a Technical Account Manager to maintain strategic relationships with our Platinum customers and ensure they get outstanding value from our software.

You will lead onboarding, provide training, coordinate cross-functional teams, and act as the main point of contact for technical questions, translating complex issues into actionable insights and measurable KPIs. Fluent English required; German is a plus.

Qualificações

• Experience in service management for enterprise customers.
• Understanding ITIL processes including incident, problem, change, SLA.
• Ability to translate reporting needs into KPIs and client-facing reports.
• Strong coordination across internal teams and deadlines.
• Experience with ServiceNow, monitoring, dashboarding or reporting tools is an advantage.
• Proficient in English; German language skills are an advantage.

Responsabilidades

• Manage strategic relationships with Platinum customers and ensure value from Doxis software solutions.
• Oversee onboarding and training to maximize product adoption.
• Provide technical support, analyze complex issues, and develop solutions with specialists.
• Monitor product usage, service performance, and operational KPIs; create insights reports.
• Coordinate data collection and reporting across Managed Services, Support, Cloud Operations, Security, Product and Finance.
• Prepare and support service reviews; translate reporting requirements into practical processes and KPIs.
• Identify upselling and cross-selling opportunities with Sales.

Conhecimentos

Service management

SaaS

ITIL

Reporting

English communication

Cross-functional collaboration

Ferramentas

ServiceNow

Monitoring dashboards

Descrição da oferta de emprego

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.

Porto

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 SaaS, 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 ServiceNow, monitoring, dashboarding or reporting tools is an advantage.
• Whether with customers or colleagues, you communicate confidently in English. German language skills are an advantage.