Job Description:

We are seeking an experienced Technical Sales Consultant (SME) to support a Customer Success Management team in Bratislava (11 team members). This role is a part of a new Customer Success Management project focused on providing day-2 customer support to existing customers. The main objective is to enable consistent, high-quality customer lifecycle support that drives retention, customer satisfaction, and long-term relationships for a portfolio of small to mid-sized enterprise clients.

The Technical Sales Consultant (SME) serves as a hands-on expert who accelerates resolution of complex issues and uplifts team performance through deep expertise in AT&T account management process, tooling and products.

Location: Bratislava, Slovakia
Working model: Hybrid (3× on-site per week)
Working time: US hours – 3:00 pm to 11:30 pm

Salary Range: from 4 400 EUR to 6 600 EUR gross a month. The actual salary is based on skills, experience and knowledge.

Key responsibilities:

SME Support & Issue Resolution (Primary Focus)

• Act as the team’s go-to escalation point for complex customer/account issues across the day-2 support lifecycle.

• Drive rapid triage, troubleshooting, and root-cause identification, providing clear next steps and recommended actions.

• Partner with internal partners and back-office teams (product, operations, service delivery, provisioning, billing, tooling, etc.) to expedite resolution and remove blockers.

• Improve time-to-resolution and first-time-right outcomes by identifying recurring failure points and standardizing effective approaches.

Customer Relationship & Retention Support (Through the Team)

• Support Customer Success Managers with guidance on strategic account handling, proactive engagement, and retention-focused actions.

• Help ensure consistent customer experience by advising on communications, escalation paths, and value delivery during incidents/issues.

• Reinforce best practices to manage the full customer lifecycle for small to mid-sized enterprise customers.

Operational Excellence (Process, Tools, and Best Practices)

• Serve as a local expert on AT&T products, internal processes, and tooling, ensuring the team uses the right workflows and documentation standards.

• Help standardize team practices, playbooks, and “how-to” guidance to improve operational efficiency and reduce rework.

• Support monitoring of key operational indicators (e.g., backlog themes, recurring issue drivers, resolution cycle time) and recommend improvements.

Enablement & Knowledge Sharing (Coaching)

• Coach team members in real time (shadowing, case walk-throughs, office hours) to build confidence and capability.

• Create and maintain knowledge assets (FAQs, troubleshooting guides, process maps, templates) based on real issues and lessons learned.

• Support onboarding of new team members by accelerating tool/process proficiency and day-2 readiness.

Reporting & Governance Support

• Provide inputs on customer health risks, recurring escalations, and systemic gaps to support reporting on customer and operational performance.

• Ensure issue handling aligns with applicable SLAs, governance standards, and internal compliance requirements.

• Represent the team’s operational voice in working sessions with stakeholders to close gaps in products/tools/processes.

Continuous Improvement

• Promote a customer-centric, outcome-driven approach focused on service excellence and prevention of repeat issues.

• Identify improvement opportunities and contribute to the evolution of the Customer Success operating model.

• Encourage innovation and continuous improvement through structured feedback loops from day-to-day casework.

Required Qualifications:

• Demonstrated experience in an AT&T Account Management function.

• Strong working knowledge of AT&T products/services, customer lifecycle motions, and day-2 support practices.

• Hands-on expertise with AT&T tooling and internal processes used to manage customer issues (case management, service/order workflows, knowledge resources, etc.).

• Proven ability to resolve complex issues quickly, prioritize effectively, and communicate clearly under time constraints.

• Ability to coach and influence peers, partners, team members.

• Strong stakeholder management and cross-functional collaboration skills.

Preferred Qualifications:

• Experience supporting small-to-mid enterprise customer portfolios in Customer Success / Account Management.

• Experience building enablement materials (playbooks, KB articles, training sessions).

• Familiarity with SLA/KPI-driven environments and operational governance.

Weekly Hours:

Time Type:

Location:

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.