Executive, Technical Account Manager

2 weeks ago

Sepang, Malaysia AirAsia Full time

The Executive will support Group ICT in managing client relationships by understanding client needs, coordinating IT project requests, and ensuring effective communication regarding ICT services. This role involves assisting in performance reporting, tracking issue resolutions, and maintaining documentation. The scope of work is not limited to the responsibilities listed and may evolve based on business needs.

**Duties and Responsibilities**:

- Client Relationship Management:

- Serve as the primary point of contact between Group ICT and clients.
- Build and maintain strong, collaborative relationships with clients to understand their IT needs and also their pain points.
- Assist in coordinating service requests and ICT Project Requests (PSR), ensuring they are submitted accurately and on time.

**Service Delivery and Stakeholder Coordination**:

- Work closely with internal ICT teams to facilitate service delivery and communicate timelines to clients.
- Assist in gathering feedback from clients to support continuous service improvements.
- Monitor the status of ICT services and requests and update clients accordingly.

**Performance Reporting & Issue Escalation**:

- Present the Group ICT monthly performance report to clients, highlighting key achievements and areas for improvement.
- Identify and escalate any issues raised by clients to the relevant internal teams for resolution.
- Monitor progress on escalated issues and keep clients informed on the status until resolution.

**Compliance and Documentation**:

- Ensure all proposals and communications adhere to internal policies and standards.
- Maintain accurate records of client communications, Project requests, and reports.

**Personal Style and Behavior**
- Firm and diplomatic.
- Approachable and helpful.
- Flexible, willing, and able to adapt to any situation
- High level of confidentiality and discretion.

**Qualifications & Skills**:

- Bachelor’s degree in Information Technology, Business Administration, or a related field.
- Overall 2+ years of work experience with minimum 1 year in account management, client relationship management, or IT service delivery.
- Strong communication and presentation skills, with the ability to engage with clients at various levels.
- Solid understanding of IT solutions and services to address client needs effectively.
- Strong organizational skills and attention to detail.
- Problem-solving mindset with the ability to escalate issues effectively.

**We are all different** - one talent to another - that is how we rely on our differences. At AirAsia, you will be treated fairly and given all chances to be your best.We are committed to creating a diverse work environment and are proud to be an equal opportunity employer.

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