Hybrid Technical Account Manager, French Speaking

at SOTI

• Job title: Technical Account Manager, French Speaking
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Android, Firewalls, SQL
• Location requirements: Hybrid, Galway, Ireland

About the role

• Technical Account Manager for SOTI delivering mobile device management solutions. Acting as the primary contact for Enterprise Support customers to enhance mobility across their business units.

Responsibilities

• Provide subject matter expertise on the implementation, configuration & support of SOTI MobiControl Mobile Device Management Software Solutions to meet project deliverables, which would include activities such as software installation, application configuration, testing and pro-actively troubleshoot and resolve issues that arise during implementation if any.
• Hold requirement gathering sessions with clients and provide feedback to the back-end software development team to assist in any product fixes, enhancements etc.
• Setup and/or carry out large scale software migrations and upgrades.
• 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.
• Investigate issues reported by customers and communicate with internal product development teams to resolve product issues.
• Undertake Discovery Calls with customers to identify opportunities to effectively leverage SOTI Software across their different business units.
• Develop documentation to support the standard implementation and support processes.
• Document all Work Orders and Enterprise Support Cases accurately in a timely manner.
• Strong training skills, with ability to train end users on SOTI software in large number of people, on site or via phone.
• Log all testing, troubleshooting and research done of all known issues, workarounds, and general information to add to the support knowledge base.
• Act as a designated point of contact for a given set of Enterprise Support customers, developing an understanding of the customer’s business, how mobility is used by their business, and their future strategy for mobility.
• Provide consultancy (consisting of advice, training, knowledge transfer, and assistance with modifications to a customers’ MobiControl deployment) on a pre-scheduled basis in collaboration with the customer.
• Acting as a point of escalation for a customer who feels that their support cases are not progressing quickly enough or with the appropriate level of skill, as well as provide guidance and assistance as needed to Support team members who require specialised help with a given Enterprise Support customer’s environment.
• Advocate for your customers where prioritisation is required at meetings.
• Writing an Annual Technical Review providing a thorough breakdown of the Customer’s environment, configuration, and cases raised with recommendations for improvements.
• Work with assigned customers’ SOTI Account Manager to generate sales opportunities for your Enterprise Support customers.
• Develop and deliver occasional Webinars for your customers and colleagues on a specialized aspect of SOTI Mobility Management

Requirements

• 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.
• 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 and French verbal and written communication skills is essential for this position.
• 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).
• Windows Server administration (LDAP/AD, services & troubleshooting).

Benefits

• The People - Our people are our most important resource. 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.