岗位职责
- Manage Ant Digital Technologies’ international Technical Account Management (TAM) team, driving service excellence, customer satisfaction, and retention for strategic accounts;
- Serve as the dedicated service lead for strategic accounts, building and maintaining long-term, trusted relationships with customers;
- Develop a deep understanding of customers’ business contexts, needs, and pain points, and provide guidance on Ant Digital Technologies’ technology offerings, including AI-powered solutions, tailored service proposals, and proven best practices;
- Conduct regular business analysis and deliver customer-facing reports, including incident reviews, service health reports, project status updates, and Quarterly Business Reviews (QBRs);
- Serve as the voice of the customer by identifying and articulating customer needs and pain points, and collaborating cross-functionally to continuously improve the end-to-end customer experience;
- Lead or participate in onsite and remote customer support meetings, including incident response, and coordinate with cross-functional support teams to resolve customer issues efficiently;
- Represent the service function during pre-sales and sales stages, owning the technical service solution design and partnering with Business Development (BD) and Solution Architecture (SA) teams to deliver robust service proposals and ensure a smooth transition from contract signing to go-live.
任职要求
1.5+ years of experience in project delivery management, enterprise customer service, customer success, or strategic account management, with hands-on experience in AI-powered projects or use cases;
2. Experience working in or managing global organizations or cross-regional teams;
3. Proven track record of serving large enterprise customers, preferably in financial services, telecommunications, public sector, insurance, or similar industries;
4. Full professional proficiency in English, with the ability to use English as a working language for written communication, meeting facilitation, and solution presentations; basic Chinese communication skills required;
5. Bachelor’s degree in Computer Science, Information Technology, or a closely related discipline, or equivalent practical experience.
特色标签
事故回顾、云原生、云服务、云计算、人工智能解决方案、企业客户服务、保险、信贷、区块链、含有销售的客服工作、售后客服、国际化、大客户服务、大客户管理、大数据、季度业务回顾、季度业务评审、客户成功、客户成就、客户技术经理、战略客户管理、技术客户经理、支付、故障复盘、智能解决方案、服务健康度报告、服务方案设计、服务解决方案设计、服务运行报告、线上客服、跨境、跨职能支持团队、跨部门支持团队、金融、银行、风控