Technical Account Manager

**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)