Customer Technical Manager Packet core

2 weeks ago


Gurgaon, Haryana, India Ericsson Full time

Job Description

Our Exceptional Opportunity

The Customer Technical Manager (CTM) plays a crucial role in managing operational and technical aspects for assigned customers. This role involves supporting the Service Delivery Manager and serving as a technical expert to ensure contractual agreements are met through established processes.

You will:

  • Strong expertise in customer domain, including network setup, stakeholders, and operational flows
  • First point of contact for technical issues in the customer's domain, prioritizing and handling CSR inquiries
  • Ensure SLAs are met, monitor technical delivery, and manage customer interactions
  • Act as a liaison between the recovery team and customers during emergencies
  • Approve technical handovers from Supply/Project to Support teams
  • Plan FNI/SUM activities to maintain LCM status
  • Provide Root Cause Analysis (RCA) reports when necessary
  • Maintain customer installed base and Lifecycle in the domain
  • Develop and maintain remote connection procedures for customers
  • Ensure delivery aligns with contract scope, prevent over delivery, and identify Add-on Sales opportunities
  • Assess and communicate customer satisfaction and engagement

To excel in this role, you must have:

  • Outstanding Customer Relationship Management skills
  • Excellent interpersonal and communication skills
  • Proactive mindset with the ability to consider broader perspectives
  • Adaptability to change
  • Determination, focus, and resilience to see tasks through completion
  • Creativity to innovate and provide new perspectives
  • Openness to feedback, learning, and embracing new ideas
  • Quick responsiveness to new information and influences
  • Capability to mobilize and engage others effectively
  • Strong networking abilities

Why Choose Ericsson?

At Ericsson, you'll find a remarkable opportunity to leverage your skills and creativity to tackle challenging problems and create innovative solutions. Join a team of diverse innovators who are dedicated to pushing boundaries and shaping the future.

What to Expect After Applying?

Learn about our hiring process and what to anticipate once you've applied.

Embracing diversity and inclusivity is fundamental to Ericsson's values. Collaboration with individuals from varied backgrounds fosters innovation, driving our future growth. We encourage applicants from all walks of life to unleash their potential as part of the Ericsson team.



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