Job Description

Position Summary
We are seeking a highly skilled and commercially astute Technical Account Manager to serve as a critical liaison between Samsung Africa, our channel partners, and global Headquarters (HQ).
The ideal candidate will be a technical expert in mobile device software and hardware integration, with a deep understanding of the Samsung Knox Guard solution.
This role is responsible for supporting channel partners by investigating and resolving technical issues, analysing commercial risk, and providing valuable market insights to our core technical teams.
It is imperative that this candidate has exceptional communication skills, with the ability to translate complex technical information into clear, concise business insights for both technical and non-technical audiences.
Role and Responsibilities
Main Responsibilities

• Serve as the primary technical point of contact for channel partners utilising the Samsung Knox Guard solution.
• Act as a critical bridge between local market issues and the global technical teams at Samsung HQ.
• Receive, analyse, and prioritize support tickets related to Knox Guard breaches, technical failures, and API integration issues.
• Conduct in-depth technical investigations, including the analysis of mobile phone log files, to diagnose the root cause of issues.
• Make informed judgments on ticket escalation, determining whether to resolve issues locally with the channel partner or escalate to HQ.
• Provide detailed reports and actionable insights to HQ, outlining the technical nature of the issue, the associated commercial risk to the channel, and the level of urgency.
• Ongoing product roadmap maintenance to ensure visibility on any changes, additions or technical enhancements.
• Maintain a comprehensive understanding of Knox Guard and broader Knox Solution Suite, its features, and its integration with mobile device hardware.
• Collaborate with sales, engineering, and product teams to ensure the stability and effectiveness of the Knox Guard solution in the African market.
• Provide proactive technical guidance and support to channel partners to prevent future issues.
• Provide proactive technical guidance and implementation recommendations to channel partners.
• Take co-responsibility for preparing, collating and distributing a monthly channel and service provider technical bulletin that covers product development features, key issues identified in other market environments, best practice cases and industry relevant insights.
• Delivery of quarterly business reviews, both internally and with external partners.
• Ongoing competitive analysis (competing platforms).
• Maintain visibility of projects related to Knox Guard solutions being integrated or utilised within the customer base to enhance commercial competitiveness for Samsung.

Additional Skills and Experience

• Proven experience in a technical support, engineering, or solutions role, preferably within the mobile or telecommunications industry.
• Demonstrable expertise in mobile device software, including deep knowledge of the Android operating system and its interaction with hardware.
• Strong analytical and problem-solving skills, with the ability to analyse complex technical log files and data.
• High commercial acumen, with a clear understanding of business operations and the commercial risks associated with technical failures.
• Exceptional communication skills, with the ability to translate complex technical information into clear, concise business insights for both technical and non-technical audiences.
• Self-motivated and proactive, with a strong sense of urgency and the ability to work independently.
• Experience with enterprise mobility solutions, mobile device management (MDM), or device security is highly desirable.

Skills and Qualifications
Qualifications

• Matric
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

Experience

• 5- 8 years' experience of the African telecommunications or mobile device market.
• Direct experience with Samsung Knox solutions, particularly Knox Guard is an advantage.

Clients
Internal:

• HQ
• All Samsung BU's

External:

• MNO's
• Distributors
• Enterprise IT Dept.

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Skills Required