CAREER DEVELOPMENTCASE STUDY

What does your role at Prima Solutions involve?

My current role as a Technical Account Manager involves awide variety of tasks in a dual capacity. On one hand I amresponsible for managing my customer accounts andassisting them with any support activities, modifications,new functionalities and escalation of issues that may arise.On the other hand, I also work with customers in a SupportAnalyst Role which involves discussing requirements,drawing up system designs and quotes and agreeing thesewith customers, before testing and releasingdevelopments. It truly is a multifunctional role and I amalways on-hand to support my customers with anythingthey may need.

Tell us about your background and education

I completed my A Levels at college before moving on tostudy Business Information Technology at De MontfortUniversity. My degree was a sandwich course with anindustrial placement, during which I worked at a localschool as a Junior IT Technician to support students,teachers and the higher level board. During this placementI had to communicate on different levels, working withhardware and software, and discovered that an IT SupportRole would be really good for me. As well as this, I alsoworked at Boots during my studies, starting off as a SalesAssistant before progressing to a Team Leader Role. I'vealways wanted to work in customer service, in whatevershape or form, so began searching for graduate roles in ITthat involved direct contact with customers.

What does your Prima Journey look like?

After graduating in 2011, I started at Prima Solutions onthe Helpdesk Analyst Graduate Programme, duringwhich I dealt with customers via telephone and email toresolve any issues they faced; I enjoyed putting myanalytical and problem-solving skills to work here. Aftertwo years showing what I could do in Helpdesk, Iprogressed to the Customer Services Team as a SeniorSupport Analyst for just over a year, before becoming aTechnical Account Manager in November 2015.

What has allowed your career to develop here?

What has allowed me to progress in my career at Primais the wide range of opportunities that are available,more so because it's a smaller company and I've beenable to demonstrate my eagerness to take on newchallenges. By showing what I can do and making myvoice heard, I have developed a close relationship withmy manager and can talk openly about anything, as wellas having more formal review meetings too.

What is the best thing about Prima Solutions?

Without a doubt, the best thing about working at PrimaSolutions is the people; the culture here is very friendlyand open and it's the people that make Prima a greatplace to work. I like the fact that you're not just anumber here, but are acknowledged and appreciated inwhat is my personal journey and relationship with thecompany.

What have you gained from Prima Solutions?

Overall, by working at Prima Solutions I've learned howto build customer relationships on different levels andadapt to different situations, as well as improving myanalytical, communication and problem-solving skills.More recently I am developing management andleadership abilities, but the importance of customerservice remains key in delivering excellence, andknowing that customers put their trust in me isincredibly rewarding. I'm absolutely not a small fish in abig pond at Prima Solutions and genuinely feel that I'mmaking a real difference.

MEERA BHALSODTECHNICAL ACCOUNT MANAGER