Technical Account Manager

3 weeks ago

Burlington, Canada Adlib Software Full time

**Who we are**

Adlib has been transforming the way enterprise organizations overcome unstructured content challenges for over 15 years. Our content intelligence and automation solutions allow thousands of global customers to discover, standardize, classify, extract and leverage clean structured data from complex unstructured documents to simplify compliance, accelerate business processes and fuel data-driven analytics.

**Our new Technical Account Manager is responsible for**:
Providing Customer Service and Support for Adlib products to Strategic Partners and Customers.

**Our new Technical Account Manager will**:

- You are the trusted advisor to our internal and external customers (SCs, AEs, RMs, PS, and Product/Dev). Provide product expertise and support services to our key customers. Ability to discuss key feature/functionality and demonstrate new product available in the Sandbox environment.
- Identify, diagnose, and resolve advanced customer issues related to configuration and/or use of Adlib products. Track customer communications within Adlib's support tool
- Maintain in-depth, current working and conceptual knowledge of Adlib products and how to extend from out of the box to meet the customer’s needs.
- Replicate issues, document solutions and Contribute to self-help resources including knowledge base articles
- Go beyond reactive support to develop procedures & tools necessary to facilitate monitoring of customer systems to identify problems before they become critical
- Proactively communicate with clients and closely follow-up on issues, owning the issue all the way through to resolution. Manage resolution of cases from start to finish in a timely and efficient manner and within accepted service levels
- Professionally represent Adlib in all aspects of the role, both internally and externally. Ability to sense increasing sensitivity of issues and escalate accordingly and set and manage expectations.
- Partner and collaborate with internal stake holders on customer strategy, customer issues, new opportunities within the customer account, overall customer health etc. AE, RM, TAM to meet regularly on the assigned accounts. Represent Customer Operations at QBR for assigned customer. Prepare and talk to key data such as; NPS, Customer Satisfaction, Customer Health.
- Identify new opportunities for sales/services and provide lead information
- Provide support during business hours as well as premium support outside of business hours based on client agreements.
- Ensure strict adherence to individual customer SLA's per Support Agreements
- Perform other tasks as requested by the Manager of Customer Support

**Our new Technical Account Manager has**:

- 5+ years of experience as a senior resource in a customer support environment working with both technical resources and senior level management contacts
- Customer focused, 'do what it takes' energy level, demonstrates willingness to engage beyond the confines of the task, adapts well to the personality/role/situation
- Ability to work in a team environment and individually, with an aptitude for assisting others
- Degree/diploma in computer science or equivalent
- Excellent verbal and written communication skills including presentation skills, and interpersonal skills, with an ability to communicate effectively with all levels of an organization
- Time management and multi-tasking skills
- Conflict resolution and the ability to de-escalate tense situations
- Advanced organizational skills enabling concise reporting to partners and customers
- Strong people management skills and the ability to work well under pressure
- Ability to work in a fast paced, dynamic environment with many stakeholders.
- Experience in software implementation and configuration
- Proven ability to learn new technology and apply/use to resolve our customer’s issues.
- Understanding of general programming logic and code execution. Experience with any of the following: VBS, Powershell,.Net. C#, C++, VB or Java.
- Experience in Software QA or Software Development environments
- In depth technical knowledge of Microsoft Products and Operating Systems including database administration or SQL programming as well as web services.
- Experience with PDF technology an asset
- Experienced in Xml troubleshooting and validation (DTD)

  • Technical Account Manager

    2 months ago

    Burlington, Canada Adlib Software Full time

    **Who we are** Adlib has been transforming the way enterprise organizations overcome unstructured content challenges for over 15 years. Our content intelligence and automation solutions allow thousands of global customers to discover, standardize, classify, extract and leverage clean structured data from complex unstructured documents to simplify...

  • Technical Account Manager

    3 weeks ago

    Burlington, Canada Adlib Software Full time

    **Who we are**: Adlib has been transforming the way enterprise organizations overcome unstructured content challenges for over 15 years. Our content intelligence and automation solutions allow thousands of global customers to discover, standardize, classify, extract and leverage clean structured data from complex unstructured documents to simplify...

  • Assurance Manager

    5 days ago

    Burlington, Canada Certified Technical Experts Full time

    **Certified Technical Experts is assisting a client in fulfilling a role of Assurance Manager. **For this role of Assurance Manager, the duties will include planning and conducting audits of client financial statements, managing the development of appropriate audit programs, managing performance of risk assessments and reviewing workpapers. **About the...

  • Partner Technical Manager

    4 weeks ago

    Burlington, Canada Pure Storage Full time

    Company Overview: **BE PART OF BUILDING THE FUTURE.** What do NASA and emerging space companies have in common with COVID vaccine R&D teams or with Roblox and the Metaverse? The answer is data, - all fast moving, fast growing industries rely on data for a competitive edge in their industries. And the most advanced companies are realizing the full data...

  • Partner Technical Manager

    1 day ago

    Burlington, Canada Pure Storage Full time

    Company Overview: **BE PART OF BUILDING THE FUTURE.** What do NASA and emerging space companies have in common with COVID vaccine R&D teams or with Roblox and the Metaverse? The answer is data, - all fast moving, fast growing industries rely on data for a competitive edge in their industries. And the most advanced companies are realizing the full data...

  • Manager, Technical Operations

    1 week ago

    Burlington, Canada TransUnion Full time

    TransUnion's Job Applicant Privacy Notice **What We'll Bring**: TransUnion believes in investing in the best people. Our dynamic and diverse environment values and promotes the growth of associates in their jobs, roles and careers. Our organization supports ambitious individuals who seek career satisfaction and development. At TransUnion, we are dedicated...

  • Manager, Assurance and Accounting

    2 weeks ago

    Burlington, Canada MNP Full time

    Inspirational, innovative and entrepreneurial - this is how we describe our empowered teams. Combine your passion with purpose and join a culture that is thriving in the face of change. Make an impact with our Assurance & Accounting team as a Manager. This diverse team of professionals are dedicated to exceeding clients’ unique needs within a rapidly...

  • Technical Project Manager

    2 weeks ago

    Burlington, Canada One Motion Technologies Inc. Full time

    **Your Journey Starts Here!** Imagine joining a team of superheroes at OneMotion, each of us called upon to breathe life back into struggling businesses. They stand on the brink, their outdated custom software a hurdle they cannot overcome alone. They need us, their OneMotion team, to restore, rebuild, and maintain their software systems. Together, we’ll...

  • Aftermarket Account Manager

    2 weeks ago

    Burlington, Canada Shape Process Automation Full time

    As an Aftermarket Sales Account Manager, you will provide leadership and drive Aftermarket revenue and profitability results at the customer level through implementation of corporate strategies, From Flow, KMT, SPA and H2O with direct customer contact. The Aftermarket Sales Account Manager will assist the Aftermarket Service department in a wide variety of...

  • Aftermarket Account Manager

    2 months ago

    Burlington, Canada Shape Process Automation Group Full time

    As an Aftermarket Sales Account Manager, you will provide leadership and drive Aftermarket revenue and profitability results at the customer level through implementation of corporate strategies, From Flow, KMT, SPA and H2O with direct customer contact. The Aftermarket Sales Account Manager will assist the Aftermarket Service department in a wide variety of...

  • Aftermarket Account Manager

    2 months ago

    Burlington, Canada Shape Process Automation Group Full time

    As an Aftermarket Sales Account Manager, you will provide leadership and drive Aftermarket revenue and profitability results at the customer level through implementation of corporate strategies, From Flow, KMT, SPA and H2O with direct customer contact. The Aftermarket Sales Account Manager will assist the Aftermarket Service department in a wide variety of...

  • Aftermarket Account Manager

    2 months ago

    Burlington, Canada Shape Process Automation Group Full time

    As an Aftermarket Sales Account Manager, you will provide leadership and drive Aftermarket revenue and profitability results at the customer level through implementation of corporate strategies, From Flow, KMT, SPA and H2O with direct customer contact. The Aftermarket Sales Account Manager will assist the Aftermarket Service department in a wide variety of...

  • Aftermarket Account Manager

    4 weeks ago

    Burlington, Canada Shape Process Automation Group Full time

    As an Aftermarket Sales Account Manager, you will provide leadership and drive Aftermarket revenue and profitability results at the customer level through implementation of corporate strategies, From Flow, KMT, SPA and H2O with direct customer contact. The Aftermarket Sales Account Manager will assist the Aftermarket Service department in a wide variety of...

  • Aftermarket Account Manager

    1 week ago

    Burlington, Ontario, Canada Shape Process Automation Group Full time

    As an Aftermarket Sales Account Manager, you will provide leadership and drive Aftermarket revenue and profitability results at the customer level through implementation of corporate strategies, From Flow, KMT, SPA and H2O with direct customer contact. The Aftermarket Sales Account Manager will assist the Aftermarket Service department in a wide variety of...

  • Aftermarket Account Manager

    4 weeks ago

    Burlington, Canada Shape Process Automation Group Full time

    As an Aftermarket Sales Account Manager, you will provide leadership and drive Aftermarket revenue and profitability results at the customer level through implementation of corporate strategies, From Flow, KMT, SPA and H2O with direct customer contact. The Aftermarket Sales Account Manager will assist the Aftermarket Service department in a wide variety of...

  • Account Manager

    2 weeks ago

    Burlington, Canada Hilti North America Full time

    Hilti: Account Manager Job reference: WD- Account Manager Hamilton What's the role? The role of Hilti North America (HNA) Account Manager is the direct link between Hilti and the customer. This position is responsible for creating, maintaining, and growing the customer base for HNA. Consistently recognized by Selling Power Magazine as a top company to sell...

  • Manager, Assurance

    2 weeks ago

    Burlington, Canada MNP Full time

    Inspirational, innovative and entrepreneurial - this is how we describe our empowered teams. Combine your passion with purpose and join a culture that is thriving in the face of change. MNP is proudly Canadian. Providing business strategies and solutions, we are a leading national accounting, tax and business advisory firm in Canada. Entrepreneurial to our...

  • Technical Manager- Plant Scada

    3 days ago

    Burlington, Canada Ulteig Engineers Full time

    **The Opportunity** **What You'll Do** This individual will report directly to an AISP Associate Director, interacting closely with other corporate business units such as sales, marketing, account management, and project management. The Technical Manager is a self-starting technical leader with expertise in leadership, communication, resource management...

  • Account Manager

    3 weeks ago

    Burlington, Canada CLICK-into Full time

    **Position** Account Manager **Location** Ontario, Canada **About the Organization** The Organization offers IT Products and Solutions. **Job Summary** - Fulfill opportunities with existing customers and develop new customers and fulfill new opportunities; - Build service solutions with accuracy, clarity, readability and consistency, as well as meet...

  • Technical Manager- Plant Scada

    1 week ago

    Burlington, Ontario, Canada Ulteig Engineers Full time

    The OpportunityWhat You'll DoThis individual will report directly to an AISP Associate Director, interacting closely with other corporate business units such as sales, marketing, account management, and project management. The Technical Manager is a self-starting technical leader with expertise in leadership, communication, resource management and...