[Hiring] Technical Account Manager @SOTI

Role Description

SOTI is looking for a highly skilled Enterprise Mobility Consultant who is an experienced technical engineer with problem-solving capabilities and a strong networking background. This role requires a high level of customer service experience with proven management of customers/accounts. Experience in Enterprise Mobility, Windows Server, and MS SQL would be beneficial.

What You'll Do

• Develop and maintain a strong relationship with Enterprise customers (up to an approximate license device count of 5,000).
• Develop and maintain SME-level knowledge for SOTI MobiControl and learn 1 additional SOTI One Platform product to support Enterprise Customers.
• 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 calls.
• 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 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 to prevent future reoccurrence.
• Create and maintain Business Profile containing personalized 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 SKUs.
• 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 organize 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; fluency in any other languages is 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).

Benefits

• Our people are our most important resource, fostering a culture that emphasizes personal growth, continuous innovation, and fun.
• Fast-paced environment with a global reach that encourages you to make your mark and be part of something big.
• Opportunity to work with leading-edge technologies and take on complex and interesting projects as part of highly collaborative and agile teams.

Company Description

SOTI is the world's most trusted provider of mobile and IoT management solutions, with more than 17,000 enterprise customers and millions of devices managed worldwide. SOTI's innovative portfolio of solutions and services provides the tools organizations need to truly mobilize their operations and optimize their mobility investments.

At SOTI, we celebrate the uniqueness of our global teams and are proud to be an equal opportunity workplace. We are curious problem solvers who are committed to bringing the best mobile and IoT management solutions to market.