09/27/2026 updated
100 % available
Senior Technical Account Manager | Enterprise Client Success & Infrastructure
Sofia, Bulgaria
Only remote
Bachelor's Degree in International Relations and Sociology, University of MaltaAbout me
"Results-driven Technical Account Manager with extensive experience managing enterprise infrastructure, resolving complex client escalations, and ensuring operational continuity for high-value accounts. Proven track record of bridging technical solutions with business needs, maintaining clients"
Account DevelopmentSalesforce CommunitiesStorage Devices
Enterprise & Technical Account Management
Comprehensive expertise in managing enterprise client accounts across complex mainframe storage and infrastructure environments, including client onboarding, account oversight, and strategic technical alignment with business priorities.
Customer Success & Retention
Proven track record in driving client retention through proactive communication, expectation management, regular service reviews, and consistent delivery of tailored technical guidance to enterprise stakeholders.
Incident & Escalation Management
Strong capability in managing critical incidents and escalations by coordinating cross-functional teams, mobilising subject matter experts, and ensuring timely resolution of complex technical matters to maintain service continuity.
CRM Tools: Salesforce & Jira
Practical experience working with Salesforce and Jira as core CRM and project tracking tools to manage client interactions, monitor case progress, and support account operations.
Mainframe Storage Support
Hands-on knowledge of mainframe storage environments, providing technical advisory and infrastructure guidance to enterprise clients to enhance performance, reliability, and operational effectiveness.
Service Performance & Reporting
Ability to compile and present monthly account reports covering service activity, technical developments, emerging concerns, and account insights to support informed client discussions and decision-making.
Cross-Functional Team Collaboration
Experience coordinating with development, entitlement, and specialised branch teams to resolve complex technical requirements and deliver cohesive service outcomes across organisational boundaries.
Stakeholder Engagement & Communication
Skilled in executive communication and stakeholder engagement, translating technical requirements into practical business recommendations and maintaining confidence across all levels of client organisations.
Infrastructure Solutions & Guidance
Capability to advise on infrastructure solutions and provide technical consulting to align client environments with operational priorities and service standards.
Client Onboarding & Adoption
Experience orchestrating enterprise client onboarding onto premium support services, ensuring smooth adoption and alignment of service capabilities with client infrastructure requirements.
Technical Consulting & Advisory
Ability to translate complex technical topics into actionable recommendations, supporting clients in making informed decisions about their technology environments and infrastructure investments.
Comprehensive expertise in managing enterprise client accounts across complex mainframe storage and infrastructure environments, including client onboarding, account oversight, and strategic technical alignment with business priorities.
Customer Success & Retention
Proven track record in driving client retention through proactive communication, expectation management, regular service reviews, and consistent delivery of tailored technical guidance to enterprise stakeholders.
Incident & Escalation Management
Strong capability in managing critical incidents and escalations by coordinating cross-functional teams, mobilising subject matter experts, and ensuring timely resolution of complex technical matters to maintain service continuity.
CRM Tools: Salesforce & Jira
Practical experience working with Salesforce and Jira as core CRM and project tracking tools to manage client interactions, monitor case progress, and support account operations.
Mainframe Storage Support
Hands-on knowledge of mainframe storage environments, providing technical advisory and infrastructure guidance to enterprise clients to enhance performance, reliability, and operational effectiveness.
Service Performance & Reporting
Ability to compile and present monthly account reports covering service activity, technical developments, emerging concerns, and account insights to support informed client discussions and decision-making.
Cross-Functional Team Collaboration
Experience coordinating with development, entitlement, and specialised branch teams to resolve complex technical requirements and deliver cohesive service outcomes across organisational boundaries.
Stakeholder Engagement & Communication
Skilled in executive communication and stakeholder engagement, translating technical requirements into practical business recommendations and maintaining confidence across all levels of client organisations.
Infrastructure Solutions & Guidance
Capability to advise on infrastructure solutions and provide technical consulting to align client environments with operational priorities and service standards.
Client Onboarding & Adoption
Experience orchestrating enterprise client onboarding onto premium support services, ensuring smooth adoption and alignment of service capabilities with client infrastructure requirements.
Technical Consulting & Advisory
Ability to translate complex technical topics into actionable recommendations, supporting clients in making informed decisions about their technology environments and infrastructure investments.
Experience
Professional experience5 - 10 years
Freelancer since2026
Languages
BulgarianNative speakerGermanBasic knowledgeEnglishFluent
Project history
Orchestrated enterprise client onboarding onto IBM premium storage support, aligning service capabilities with infrastructure requirements and operational priorities. Conducted weekly, monthly, and quarterly client reviews, compiled monthly account reports, and mobilised IBM SMEs and specialised teams to resolve complex technical matters. Strengthened account retention, influenced solution quality through tailored technical guidance, and cultivated trusted customer relationships through precise account oversight and expectation management.
Collaborated with technical peers on internal incidents, exchanging diagnostic findings and co-ordinating corrective actions for efficient service restoration. Oversaw day-to-day workplace technology operations by monitoring reported issues and maintaining clear incident status. Recovered productivity by troubleshooting VMware, authentication challenges, and workplace systems, and preserved service-level performance by prioritising incidents according to urgency and business impact.
Managed customer-facing technical requests within high-volume support operations, prioritising competing cases according to urgency and service requirements. Supported UK-based Lenovo customers by troubleshooting laptop and desktop hardware issues, co-ordinated hardware replacements, and arranged on-site technical assistance when remote troubleshooting could not resolve hardware concerns.