Technical Account Manager

Key Responsibilities

• Responsible for developing and maintaining a strong relationship with Enterprise customers (up to an approximate licence device count of 5,000)
• Responsible for developing and maintaining SME-level knowledge for SOTI MobiControl and learning 1 additional SOTI One Platform product to support Enterprise Customers.
• Should on-board Enterprise customers presenting benefits and how to access them, establishing processes for contacting TAM, setting up Administrator, raising cases and setting up regular cadence call.
• Deliver Quarterly Business Reviews including product roadmap (when available) in accordance with customer's requirements.
• Provide ad-hoc technical consultancy, advice and guidance using product and general technical expertise, including the timely communication of potential issues that may cause disruption
• Regularly attend TAM/Support sync meetings to assist and contribute towards the timely resolution/escalation of your customer's support cases.
• Oversee and manage any customer-requested Root Cause Analysis (RCA's) for Priority 1 Cases, maintaining responsibility for the delivery of information back to the customer preventing future reoccurrence.
• Create and maintain Business Profile containing personalised network diagrams, details on the setup and configuration of SOTI One Platform products, specific business use cases that improve understanding and potential for QA prior to assisted or paid upgrades.
• Contribute towards the creation of Webinars on a range of topics to benefit Premium and Enterprise customers, ensuring the sharing of accurate and up to date information designed to provide real business value.
• Undertake Discovery Calls for your Enterprise customers to deliver paid Work Orders, or free PS Hours (if applicable) for all Professional Services SKU's.
• Hold requirement gathering sessions with customers and provide feedback to the back-end software development team to assist in any product fixes, enhancements etc. 
• Contribute towards the development and maintenance (or review/approval) of documentation to support the services delivered by SOTI Enterprise and Professional Services,
• Accurately document all initial and sign-off communication to organise Work Orders. Record progress against delivery of service within Work Order, including the amount of time spent on each service delivered for your Enterprise customers.
• Create and maintain Knowledge base documents that may be generated through errors or testing encountered, troubleshooting and research on known issues, as a result of SRT or advised by customer and raised as JIRA (confirmed by Development)
• Take opportunities to become a buddy to help oversee and assist new hires adjust to life in Enterprise and Professional Services.
• Complete necessary SRT Manifest Testing for responsible SOTI One Platform products, attending SME meetings held by Product Managers to provide relevant feedback.

Qualifications

• Minimum 4+ years in advanced technical positions (implementation specialist, technical support, solutions architect), direct customer advocacy and engagement experience in post-sales or professional services functions and working in a complex IT environment
• Strong interest in mobility, solid understanding of leading and emerging mobile technologies along with working knowledge of Android, Apple & Windows Operating Systems
• Excellent problem solving, problem resolution & analytical skills
• A quick learner with the ability to comprehend and explain complex technical concepts to a variety of audiences
• Solid communication skills along with the ability to build and manage relationships with large enterprises
• Experience in technical documentation
• Ability to multitask and balance competing requirements
• Ability to train a variety of audiences on the use of SOTI software (in person or remotely)
• Excellent English verbal and written communication skills and fluency in any other languages are a plus
• Proactive and ability to work with minimal direct supervision
• Robust understanding of Networking concepts and principles (incl. TCP/IP, certificates, SSL/TLS, firewalls & routing)
• Windows Server administration (LDAP/AD, services & troubleshooting)

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