Technical Account Manager

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.

Job Title: Technical Account Manager

Location: Mississauga, ON

Who We Are
At SOTI, we are committed to delivering best in class mobile and IoT device management solutions. We are looking for out of the box thinkers that appreciate the art of creating great software.
To us, being visionary is more important than doing things the way they’ve always been done.

What We’re Looking For
Reporting to the Director of Professional Services, the Technical Account Manager will be responsible for implementing, supporting & managing SOTI’s MobiControl Mobile Device Management Software Solutions, as well as being a point of contact for our enterprise level clients, acting in the role of a Technical Account Manager.

What’s in it for you?
The People - From our humble origins in our founder’s basement, to our industry leading position today, SOTI has worked hard to foster a company culture that we can all believe in. A culture that emphasizes personal growth, continuous innovation and fun.
The Growth - Our environment fosters new ideas, fresh perspectives, and the ability to take them over the goal line. SOTI is a fast-paced environment with a global reach that encourages you to make your mark and be part of something big

The Technology - You’ll get the chance to work with leading edge technologies and take on complex and interesting projects, as part of highly collaborative and agile teams. You will work alongside SOTI’s partners which include leading tech giants that will keep you on the cusp of emerging technologies.

What You’ll Do
- 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%)

Experience You’ll Bring
- 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.
- Spanish language abilities beneficial, but not essential
- 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).

About SOTI
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 solution