**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:** 40 **Time Type:** Regular **Location:** Bratislava, Slovakia 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. AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status