SOTI
Technical Account Manager
Mississauga, Canada – Meadowvale Office (HQ)
Sponsorship not specifiedDetected 11 days ago
AndroidProduct ManagementProduct StrategyJiraCustomer SupportCadenceTCP/IPFirewallResearchCommunicationProblem SolvingPublic Speaking
About the role
- 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.
- To us, being visionary is more important than doing things the way they've always been done.
- A culture that emphasizes personal growth, continuous innovation and fun.
Responsibilities
- Deliver Quarterly Business Reviews including product roadmap (when available) in accordance with customer's requirements.
- Regularly attend TAM/Support sync meetings to assist and contribute towards the timely resolution/escalation of your customer's support cases.
- Oversee and manage any customer-requested Root Cause Analysis (RCA's) for Priority 1 Cases, maintaining responsibility for the delivery of information back to the customer preventing future reoccurrence.
- Create and maintain Business Profile containing personalised network diagrams, details on the setup and configuration of SOTI One Platform products, specific business use cases that improve understanding and potential for QA prior to assisted or paid upgrades.
- Contribute towards the development and maintenance (or review/approval) of documentation to support the services delivered by SOTI Enterprise and Professional Services.
- Create and maintain Knowledge base documents that may be generated through errors or testing encountered, troubleshooting and research on known issues, as a result of SRT or advised by customer and raised as JIRA (confirmed by Development)
- 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
- Solid communication skills along with the ability to build and manage relationships with large enterprises
Requirements
- The Growth - Our environment fosters new ideas, fresh perspectives, and the ability to take them over the goal line.
Nice to have
- Excellent English verbal and written communication skills and fluency in any other languages are a plus
Compensation
- 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.
Benefits
- Responsible for developing and maintaining SME-level knowledge for SOTI MobiControl and learning 1 additional SOTI One Platform product to support Enterprise Customers.
- Should on-board Enterprise customers presenting benefits and how to access them, establishing processes for contacting TAM, setting up Administrator, raising cases and setting up regular cadence call.
- Contribute towards the creation of Webinars on a range of topics to benefit Premium and Enterprise customers, ensuring the sharing of accurate and up to date information designed to provide real business value.
Company info
- 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.
- 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.
- 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.
- Responsible for developing and maintaining a strong relationship with Enterprise customers (up to an approximate licence device count of 5,000)
- Undertake Discovery Calls for your Enterprise customers to deliver paid Work Orders, or free PS Hours (if applicable) for all Professional Services SKU's.
- Hold requirement gathering sessions with customers and provide feedback to the back-end software development team to assist in any product fixes, enhancements etc.
- Accurately document all initial and sign-off communication to organise Work Orders. Record progress against delivery of service within Work Order, including the amount of time spent on each service delivered for your Enterprise customers.
This listing is sourced directly from SOTI's careers page and normalized into a canonical job model.