Technical Account Manager

6 months ago

Waterloo, Canada COREL CORPORATION USA Full time

**Technical Account Manager**

Push the boundaries of tech. In your sweatpants.

We are looking for a Technical Account Manager to help us change the way the world works. Here, you will have the opportunity to combine your technical expertise with your desire to provide customers with a world-class experience with our products.

The top creative and technical minds could work anywhere. So why are so many of them choosing Alludo? Here are three reasons:
1. **This is the moment**. It’s an exciting time at Alludo, with new leadership, a refreshed brand (you probably know us as Corel), and a whole new approach to changing the way the world works. We’re at the forefront of a movement, and we want you to ride this wave with us.

2. **We want you to be you.** Too often, companies tell you about their culture and then expect you to fit it. Our culture is built from the people who work here. We want you to feel safe to be who you are, take risks, and show us what you’ve got.

3. **It’s your world.** We know you have a life. We want to be part of it, but not all of it. At Alludo, we’re serious about empowering people to work when, how, and where they want. Couch? Sweatpants? Cool with us. We believe that happy employees mean happy customers. That’s why we hire amazing people and get out of their way.

Sound good so far? Awesome. Let’s talk more about the Technical Account Manager role and see if we’re destined to be together.

**As a Technical Account Manager, you will**:

- Pro-actively communicate with Premier Customers (and Partners).
- Own all support incidents and requests submitted by Premier Customers and drive their resolution.
- Retaining Premier Support Customer CSAT through a variety of outcome-driven activities and Owning Service Levels, as well as other KPIs based on the contract terms.
- Provide proactive technical and advisory services, guiding Premier Customers to ensure that Alludo best practices are followed, including brand new risk assessments and health check processes.
- Upgrade planning and patch management following product roadmap.
- Ensure Premier Customer's knowledge and preparedness to perform maintenance tasks.
- Represent the Premier Customer's interests when discussing their feature requests/product issues with RAS Engineering. The Account Manager is also responsible from Tracking and prioritizing of feature requests, code improvements, and bug fixes.
- Assisting with the implementation of new solutions, deployment of packages, hotfixes, and upgrades planning; post-upgrade services availability check.
- Post-Incident reviews and RCAs on Premier Customers demand.
- Reporting on Premier Support Customers, including trend analysis, the current status, and KPIs, which are justified by supporting documents (e.g., Service Level Agreement with a customer) regularly or on-demand.
- Keeping Updated information on Premier Customers ensuring that information is shared as internal knowledge using KCS articles, Sharepoint and/or Wiki.
- Participate in support-related activities and handling non-Premiers activities as required.
- Availability during Premier Customer business hours.
- Learning and increasing practical experience with the Parallels products and other technologies.
- Coordinating and participating in meetings such as (but not limited to) projects, products, process improvements and customer success related.
- Carry out mentoring and training of other engineers and TAMs.
- Plan, design and Provide Customer/Partner Training.
- Identify and help drive opportunities to optimize and improve support processes, workflows, and methodologies.
- Propose and implement enhancements that enhance efficiency, reduce response times, and enhance overall customer experience.
- Participating in support-related activities and handling non-premier activities as required.

**What YOU bring to the team**:

- Minimum 3 years of relevant experience.
- Experience in Server and Network configuration, maintenance and troubleshooting.
- Experience working with Windows as well as knowledge of Virtualization Technologies.
- Strong communication and interpersonal skills.
- Azure, End Point Administrator and/or CCNA certifications will be considered an Asset.

**About Alludo**

Alludo is a beloved and trusted industry titan fueled by make-everything-easier flexibility. With a 30+ year legacy of innovation, we understand where you've been, and we're uniquely equipped to get you where you want to be. Our comprehensive collection of creative, collaborative, and productivity solutions propel your teams on their journey. From meeting your deadlines to realizing your dreams, Alludo empowers all you do.
- It is our policy and practice to offer equal employment opportunities to all qualified applicants and employees without regard to race, color, age, religion, national origin, sex, political affiliation, sexual orientation, marital status, disability, veteran status, genetics, or any other protected character

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