Senior Technical Account Manager

SOTI is committed to providing its employees with endless possibilities;
learning new things, working with the latest technologies and making a difference in the world. Job title: Senior Technical Account ManagerIn Who We Are: At SOTI, we are committed to delivering best in class mobile and IoT device management solutions. We are looking for out of the box thinkers that appreciate the art of creating great software. To us, being visionary is more important than doing things the way they have always been done.Responsibilities
Responsible for developing and maintaining a strong relationship with major Enterprise customers (approximate licence count between 20,000 - 50,000) Responsible for developing and maintaining SME-level knowledge for SOTI MobiControl and 2 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. Perform optimisation of large environments and recommend best practices in order to achieve higher level of performance and efficiency back to Enterprise customers. Depending on delegated role, possibly review and approve/reject Enterprise customer Discovery Call and Statement of Works by identifying and mitigating business risk or risks associated with the proposed path and solution.Qualifications
Minimum 2+ years of experience as a Technical Account Manager. SME level knowledge for all 1-2 Key Products within SOTI ONE Platform Some experience within the fields of Implementation Specialist, Solutions Architecture, Technical/Application Support, Professional Services. Strong interest and understanding of leading and emerging mobile technologies along with working knowledge of Android, Apple, Linux and Windows Operating Systems Excellent knowledge in Troubleshooting including but not limited to involvement of Firewall, LB, Proxy, DNS, DHCP, TCP/IP, Network troubleshooting. Ability to create technical documentation and Architecture Diagrams pertaining to SOTI ONE platform 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 Experience in MS SQL (scripting & administration)Additional Information
Use of Artificial Intelligence in Hiring SOTI uses AI tools to support parts of our recruitment process, such as reviewing resumes, screening qualifications, and creating interview questions. These tools assist our team only -final hiring decisions are made by people, not automation. For privacy-related questions, please contact View email address on ca.hrm.tc are committed to providing accessible employment practices that are in compliance with the requirements under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation during any stage of the recruitment process, please notify People & Culture at View email address on ca.hrm.tc note that SOTI does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Services Agreement with agency/recruiter, SOTI will not consider or agree to payment of any referral compensation or recruiter fee.SOTI is a proven innovator and industry leader for simplifying business mobility solutions by making them smarter, faster and more reliable. With SOTI's innovative portfolio of solutions, organizations can trust SOTI to elevate and streamline their mobile operations, maximize their ROI and reduce device downtime. Globally, with over 17,000 customers, SOTI has proven itself to be the go-to mobile platform provider to manage, secure and support business-critical devices. With SOTI's world-class support, enterprises can take mobility to endless possibilities. For more information, visit soti.Net.
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