Technical Account Manager 1

SOTI; Mississauga; On-site; CAD 90,000 - 110,000; Full time

Job summary

SOTI is seeking a Bilingual Enterprise Mobility Consultant to implement and manage their MobiControl Mobile Device Management Software. This mid-senior level position requires a strong technical background, excellent communication skills, and the ability to drive customer success in a dynamic environment. You'll engage with customers directly, ensuring their needs are met while also contributing to product improvements. This full-time position offers a competitive salary and opportunities for professional growth.

Qualifications

• Experience in implementation specialist, technical support, or solutions architect roles.
• Direct customer engagement experience is crucial.
• Strong understanding of Android, Apple & Windows Operating Systems.

Responsibilities

• Provide expertise on configuration and implementation of SOTI MobiControl.
• Conduct Discovery Calls with customers to gather requirements.
• Act as a Technical Account Manager for Enterprise Support Customers.

Skills

Problem solving

Analytical skills

Solid communication

Customer advocacy

Technical knowledge of mobile technologies

Multitasking

Education

5+ years in advanced technical positions

Tools

MS SQL

Job description

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

• Provide subject matter expertise on the configuration of SOTI MobiControl Mobile Device Management software to meet project deliverables, which would include activities such as software installation, application configuration, testing and troubleshooting.
• 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 minimal 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).

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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