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Technical Account Manager
2 weeks ago
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.
SOTI’s growth and success is a result of commitment to innovation through entrepreneurial culture and leadership. Employees are driven to make an impact, offer a unique value and most importantly, be part of a winning team. Reporting to the Manager of Professional Services, the Bilingual (Spanish) Enterprise Mobility Consultant will be responsible for implementing, supporting & managing SOTI’s MobiControl Mobile Device Management Software Solution.
Responsibilities
- Undertake Discovery Calls with customers to gather requirements for Work Orders
- Complete Scope of Work documents details detailing the works agreed with customers and recommending necessary SOTI products and services to enable the sales account manager to produce a timely and accurate quotation.
- Carry out Work Orders, taking the form of Implementations, Migrations, and Upgrades to SOTI software both remotely and on-premises, at a time and place to suit customer and business needs.
- Deliver remote and customer-site training courses on SOTI software.
- Act as a Technical Account Manager (TAM) for a small number of SOTI Enterprise Support Customers. The TAM role involves acting as a customer advocate, point of escalation for issue resolution, and trusted advisor to customers. The TAM role involves taking responsibility for customer success and happiness with SOTI products and services, and working closely with colleagues in Support to ensure the customers’ support needs are being met.
- Provide feedback to the SOTI software development team to assist in any product fixes, enhancements etc.
- Assist Support and Pre-Sales teams with technical issues as needed and assist in software quality assurance activities if required including testing and documentation of product issues.
- Develop and improve documentation to support the standard implementation and support processes.
- Document all Work Orders and Support Cases accurately in a timely manner.
- Log all testing, troubleshooting and research done of all known issues, workarounds, and general information to add to the support knowledge base.
- Willingness to travel (approx.5-10%)
Qualifications
- Minimum 5+ 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 trusting relationships with large enterprises.
- 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 verbal and written communication skills.
- Proactive and ability to work with mínimal direct supervision.
- Take and lead initiatives to successfully complete assigned projects.
- Experience in MS SQL (scripting & administration).
- Robust understanding of Networking concepts and principles (incl. certificates, SSL/TLS, firewalls & routing).
- Windows Server administration (LDAP/AD, services & troubleshooting).
LI-VA1
- We 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 _
- ._
- Please 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._
