Sofien Askri

Technical Account Manager – Kindle Book Content Operations

Responsible for the seamless flow of digital content and metadata throughout the digital supply chain from publishers and content providers through to end consumers.

- ability to solve technical challenges,
- coordinate between teams of technical resources and business stakeholders.

responsible for building and owning relationships with publishers in Germany or France and the UK, as well as internal stakeholders, product managers, engineering teams, and operations, to drive end-to-end integration of digital content within Amazon systems.

Responsible for the following:
· Provide ongoing technical support for publishers and conversion houses in Europe and the UK on issues such as data transmission, XML, ONIX, FTP, DRM, images, metadata, digital file formats, and content ingestion portals specific to Amazon.

· Interact with digital content providers to stay on top of new content deliveries, changes in specs, resolution of problems including issues related to ingestion, clearing and reporting.

· Consistently improve content provider and customer experience by delivering superior customer support and by relentlessly advocating for content providers throughout the enterprise.

· Innovate processes and manage projects that enable content providers to sell their Kindle content in an efficient and timely manner.

· Leverage relationships, automation and new technology to improve cycle time, throughput, and yield of Kindle titles from ingestion through distribution

· Develop written requirements and functional specifications for projects that improve our ability to convert wide ranges of textual content and that improve the experience of publishers and content owners

Technical Account Manager
Account Management of multiple customers

Technical Support
Manage the timely resolution of Customers’ technical support requests using appropriate resources and escalation paths where necessary.

Technical Services
Provision of technical and systems management advisory services.

Ensure skills transfer and customer readiness through the provision of workshops, training events etc.

Technical Knowledge
The development and maintenance of a good working knowledge of current and future Microsoft products and technologies.

Partnering
Formation and maintenance of effective working relationships with Microsoft Partners, the Microsoft Product Groups, Sales and other functions within Microsoft as well as external bodies as required.

Role Purpose
Among the key responsibilities is to provide Onsite Support Services and Incident Prevention Services to Microsoft Premier Customers in Europe. The Premier Field Engineer builds very successful relationships with the customer through the delivery of a high-quality technical engagement in a specific technology area. Delivery of an excellent service is essential to promote the Onsite services as the most customer focused offering available. The engagements may be short-term demand-led or longer term engagements with a dedicated customer.


Responsibilities
Delivers proactive onsite support and knowledge transfer to the customer
Drives on preventing incidents during your customer visits
Maintains deep knowledge of latest products and configurations of Enterprise Customers by continuously increasing technical knowledge
Achieves high levels of customer satisfaction
Delivers technical workshops, presentations and documents
Collaborates with Microsoft teams to deliver a high quality service
Works with Microsoft support engineers using knowledge of the customer’s environment to accelerate problem resolution
Manages customer expectations and delivers a service in line with contractual obligations
Develops and delivers new services to exceed customer expectations

Spécialiste AD, Système & Securité Windows - Microsoft Southern Europe

Le Support Premier fournit l'expertise et l'assistance de haut niveau aux clients Premier de Microsoft (institutions et grandes entreprises de la zone EMEA).

- traitement des incidents des clients Premier de Microsoft EMEA
- incidents critiques (blocages de production)
- gestion des escalades aux US dans le cadre du 24x7
- travail avec les équipes européennes par spécialités
- organisationnel autour du readiness Vista et LongHorn
- mentoring des partenaires, technical lead
- supportability reviews
- transferts d'expertise et workshops délivrés aux clients Premier
- interventions sur site lors de situations critiques
- lead sur Windows 2003 R2, Vista et Longhorn
- rédaction de documentations interne et publique (Kb, white papers...)
- participations ponctuelles projets auprès des clients Premier

Spécialités: Windows core/internals, Active Direcory & Security