Enterprise Support Account Manager (with Spanish and ITIL)

THIS JOB HAS NOW EXPIRED.

Research In Motion (RIM), a global leader in wireless innovation, revolutionized the mobile industry with the introduction of the BlackBerry® solution in 1999. Today, we are ready to set the industry alight once again, with the launch of the BlackBerry® 10 OS and our next generation of leading edge mobile computing devices.

The industry is changing and so are we...

RIM is leveraging the BlackBerry platform through our partnerships, rapid growth of our application developer community and recent strategic acquisitions to ensure that we are positioned at the forefront of mobile computing. It’s an exciting time for us, and you can be part of it.

Share in our success...

BlackBerry products and services are used by millions of customers around the world to stay connected to the people and content that matter most throughout their day. With a strong brand and exciting new product portfolio behind us, we are strategically targeting new growth markets to capitalize on our achievements so far and start the next chapter of the RIM success story.

POSITION SUMMARY

Our mission is to empower our enterprise customers, ultimately enabling their businesses to succeed.

As a member of the Research In Motion Premier Support Team, you will be responsible for making this a reality by providing an exceptional customer experience in a dynamic and fast paced environment.

In this role, you will serve as the principal contact within technical support for large enterprise customers who are subscribers to advanced support programs. Your business skills, coupled with a background in technology will make you well positioned to become totally familiar with the business and technical environment in which the customer uses BlackBerry products and services.

The Premier Support Team is the focal point for all customer issues, and with that comes a responsibility to provide our customers with the highest level of service at all times. In essence, you will become an advocate for the post-sales technical interests of the customer and will strive to exceed expectations by delivering an unrivalled customer service experience.

We are looking for candidates with a passion for customer service and the ability to handle challenging situations, set expectations and diffuse critical customer issues. In return, we offer you the opportunity to progress your career, whilst working with leading industry experts and the latest innovations in mobile computing. If you share our dedication and enthusiasm there are no limits to what you can achieve at RIM.

RESPONSIBILITIES

The successful candidate's responsibilities will include:

• Critical/Serious Escalation Management
• Account Development
• Enterprise Support Account Administration
• Quarterly/Yearly External Customer Reviews
• Internal Projects

ESSENTIAL SKILLS AND QUALIFICATIONS

• In addition to English, candidates must be fluent in Spanish (French would also be beneficial)
• ITIL trained
• Proven experience managing enterprise customer accounts,
  ideally in a technology space
• Experience managing KPIs and SLAs
• Customer focus
• Experience of managing customer escalations and high
  pressure situations
• Excellent ability to manage expectations, promote
  information sharing across diverse groups, and represent the customer during internal
  discussions
• Strong verbal and written communication skills

If you're driven to take wireless technologies to the next level, it's time you join the team at RIM. We offer a challenging environment that fosters creativity and rewards excellence. Employees also have use of our award winning BlackBerry!

ABOUT RIM

Founded in 1984 and based in Waterloo, Ontario, RIM operates offices in North America, Europe, Asia Pacific and Latin America. RIM is listed on the NASDAQ Stock Market (NASDAQ: RIMM) and the Toronto Stock Exchange (TSX: RIM). For more information, visit www.rim.com or www.blackberry.com.

© 2012 Research In Motion Limited. All rights reserved. BlackBerry®, RIM®, Research In Motion®, SureType®, SurePress™ and related trademarks, names and logos are the property of Research In Motion Limited and are registered and/or used in the U.S. and countries around the world.