About this role
Overview
Job Description
- The Technical Account Manager is responsible for guiding customers to a successful outcome. They will be responsible for acting as an advocate to the customer to ensure that technical issues are resolved with high quality and according to customer priorities.
Responsibilities
- Provide technical support to customers for critical issues.
- Coordinate support cases for customers with regards to priority and information.
- Assist with the company's upgrade planning and activities
- Conduct case reviews and perform regular health checks for each customer
- Setup and maintain a company system similar to customer's environment
- Document and maintain documentation to share knowledge with team members and with the customer
- Collaborate with internal teams to provide best practice advice identify potential workarounds and supply support for customers.
- Collaborate with other internal teams to ensure customer needs are met and identify potential growth opportunities
Minimum Qualifications
- Bachelor's degree or equivalent experience
- ECM experience
- Experience with writing and understanding source code for support requirements
- Ability to trace and debug Web applications
- Ability to perform analysis and tune operating system and web technology performance
- Understanding of network protocol layers security layers and domain models
- Understanding of standard support processes
- Understanding of one or more relational databases and Web Application Servers
- Basic understanding of project management and development processes
- Experience to deal with escalations
- Experience deploying applications to cloud environments
- Microsoft Windows and Office proficient
- Strong oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
- Strong organizational multi-tasking and time management skills
- Strong facilitation and project management skill
- Strong organizational multi-tasking and time management skills
- Strong critical thinking and problem solving skills
- Able to thrive in a fast paced deadline driven environment
- Ability to work independently and in a team environment
- Strong ability to develop and use engaging informative and compelling presentation methodologies
- Up to 15% travel time required