Technical Account Manager

Technical Account Manager (English & French Speaking) role at SOTI

Job Title: Technical Account Manager, English & French Speaking

Location: Ireland, Galway – Hybrid

Role Type: Permanent, Full Time

Start Date: ASAP

We're looking for a highly skilled Enterprise Mobility Consultant who is an experienced technical engineer with problems-solving capabilities and a strong networking background. Combined with a high level of customer service experience with proven management of customers/accounts. Experience in Enterprise Mobility, Windows Server, MS SQL, would be beneficial.

• Provide subject matter expertise on the implementation, configuration & support of SOTI MobiControl Mobile Device Management Software Solutions to meet project deliverables, including software installation, application configuration, testing and pro-actively troubleshoot and resolve issues during implementation.
• Hold requirement gathering sessions with clients and provide feedback to the back-end software development team to assist in product fixes, enhancements, etc.
• Set up 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 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 numbers, on site or via phone.
• Log all testing, troubleshooting and research done of 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 and future mobility strategy.
• Provide consultancy on a pre-scheduled basis in collaboration with the customer.
• Escalate and guide support cases as needed, and support team members with specialised help for Enterprise Support customers.
• Advocate for customers where prioritisation is required at meetings.
• Write an Annual Technical Review with a thorough breakdown of the customer's environment, configuration, and cases with recommendations for improvements.
• Work with assigned customers' SOTI Account Manager to generate sales opportunities for Enterprise Support customers.
• Develop and deliver occasional webinars for customers and colleagues on a specialized aspect of SOTI Mobility Management.

• 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, in a complex IT environment.
• Strong interest in mobility, solid understanding of leading and emerging mobile technologies with knowledge of Android, Apple & Windows operating systems.
• Excellent problem solving, resolution & analytical skills.
• Quick learner able to explain complex technical concepts to diverse audiences.
• Solid communication skills and ability to build and manage relationships with large enterprises.
• Ability to multitask and balance competing requirements.
• Ability to train various audiences on SOTI software (in person or remotely).
• Excellent English and French verbal and written communication skills.
• Proactive with ability to work with minimal supervision.
• Take and lead initiatives to successfully complete assigned projects.
• Experience in MS SQL (scripting & administration).
• Robust understanding of networking concepts and principles (including certificates, SSL/TLS, firewalls & routing).
• Windows Server administration (LDAP/AD, services & troubleshooting).

SOTI is the world's trusted provider of mobile and IoT management solutions, with extensive enterprise reach and a focus on secure, scalable mobility management. We celebrate the uniqueness of our global teams and are proud to be an equal opportunity workplace.

We offer careers with #EndlessPossibilities.

Please note: 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 pay any referral compensation or recruiter fee.