Technical Account Manager

Location

Mississauga, ON | Canada

Job description

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

• Oversee technical support’s investigation on customer issues and escalate with internal product development teams as needed to resolve product issues
• Create or update documentation on product knowledge and processes
• Deliver training to large audiences, on site or via remote sessions
• Develop a good understanding of assigned enterprise customers’ business such as how mobility is used by their business and their future strategy for mobility
• Create or update documentation related to assigned enterprise customers such as business profiles, QBRs and change management docs
• Provide consultancy and guidance on a pre-scheduled basis in collaboration with the customer or Support team
• Complete goals as part of the yearly performance review
• Continued learning of new products and technologies
• Act as a point of escalation and advocate for assigned enterprise customers
• Deliver any additional services that are part of Enterprise Service
• Alongside aligned engineers, to contribute towards a high quality of service for your Enterprise customers, resulting in a positive NPS experience
• Work towards the continued retention and growth of your Enterprise customers
• Willingness to travel (up to 50%) to local and international locations as required
• Identify opportunities to effectively leverage SOTI Software across customers’ different business units during customer engagements
• Accurate logging of work progress and time
• Perform discovery calls to assess Professional Services offerings and deliverables
• Ability to deliver all Professional Services offerings
• Assist onboarding of new hires as required
• Perform any additional assigned tasks

Qualifications

• Minimum 4+ 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 relationships with large enterprises
• Experience in technical documentation
• 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 English verbal and written communication skills and fluency in any other languages are a plus
• Proactive and ability to work with minimal direct supervision
• Experience in MS SQL (scripting & administration)
• Robust understanding of Networking concepts and principles (incl. TCP/IP, certificates, SSL/TLS, firewalls & routing)
• Windows Server administration (LDAP/AD, services & troubleshooting)

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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.

Job tags

Salary