Technical Account Manager

📋 Description

• • As a Technical Account Manager at SOTI Inc., you will be instrumental in ensuring the success of our enterprise customers by providing expert-level support and strategic guidance for SOTI's leading mobile and IoT device management solutions, specifically SOTI MobiControl and the SOTI One Platform.
• • You will be responsible for cultivating and maintaining robust, long-term relationships with key enterprise clients, managing accounts with up to approximately 5,000 devices, and acting as their primary technical point of contact.
• • A core part of your role will involve onboarding new enterprise customers, clearly articulating the benefits of SOTI's solutions, establishing efficient communication protocols, setting up administrative contacts, guiding them through the case-raising process, and implementing regular strategic review calls.
• • You will proactively deliver comprehensive Quarterly Business Reviews (QBRs), which will include presenting relevant product roadmaps tailored to each customer's specific needs and strategic objectives.
• • Provide essential ad-hoc technical consultancy, offering expert advice and guidance based on your deep product knowledge and general technical acumen, ensuring timely communication of any potential issues that could impact customer operations.
• • Actively participate in Technical Account Manager (TAM) and Support sync meetings, contributing to the efficient and timely resolution or escalation of your assigned customers' support cases.
• • You will oversee and manage the process for any customer-requested Root Cause Analyses (RCAs) for critical Priority 1 Cases, taking ownership of delivering comprehensive information back to the customer and implementing measures to prevent future occurrences.
• • Develop and maintain detailed Business Profiles for each customer, including personalized network diagrams, in-depth explanations of SOTI One Platform product setups and configurations, and specific business use cases to enhance understanding and facilitate quality assurance prior to any assisted or paid upgrades.
• • Contribute to the creation and delivery of informative webinars covering a variety of topics designed to benefit Premium and Enterprise customers, ensuring the dissemination of accurate, up-to-date information that delivers tangible business value.
• • Initiate and conduct Discovery Calls for your enterprise customers to facilitate the delivery of paid Work Orders or the utilization of free Professional Services (PS) hours, as applicable, for all Professional Services SKUs.
• • Lead requirement gathering sessions with customers, translating their needs into actionable feedback for the back-end software development team to drive product fixes, enhancements, and improvements.
• • Play a key role in the development, maintenance, review, and approval of documentation that supports the services delivered by SOTI Enterprise and Professional Services teams.
• • Meticulously document all initial and sign-off communications related to Work Orders, accurately tracking progress against service delivery and recording the time spent on each service provided to your enterprise customers.
• • Create and maintain valuable Knowledge Base documents, which may arise from troubleshooting errors, testing new features, researching known issues identified through SRT (SOTI Remote Tools) or advised by the customer and logged as JIRA tickets (confirmed by Development).
• • Execute necessary SRT Manifest Testing for assigned SOTI One Platform products and actively participate in Subject Matter Expert (SME) meetings held by Product Managers, providing crucial feedback based on your customer-facing experience.
• • About the Team/Company: SOTI Inc. is a global leader in providing best-in-class mobile and IoT device management solutions. We foster a culture that emphasizes personal growth, continuous innovation, and fun, encouraging out-of-the-box thinkers to make a significant impact.
• • You will have the opportunity to work with cutting-edge technologies, tackle complex and interesting projects within highly collaborative and agile teams, and collaborate with SOTI's technology partners, including major tech giants, keeping you at the forefront of emerging technologies.
• • This role offers significant growth potential within a fast-paced, global environment where your contributions are valued, and you can truly make your mark.
• • You will gain deep expertise in SOTI MobiControl and at least one additional SOTI One Platform product, enhancing your technical consultancy skills and your ability to manage complex enterprise IT environments.
• • Develop advanced relationship management and communication skills by working closely with enterprise clients and internal stakeholders.
• • Enhance your problem-solving and analytical capabilities by addressing complex technical challenges and conducting root cause analyses.
• • Expand your technical documentation and knowledge base creation skills through the development of comprehensive customer profiles and internal documentation.
• • Gain experience in delivering technical training and presentations to diverse audiences, both in-person and remotely.
• • Opportunity to influence product development through direct feedback to the software development team.
• • Work with leading edge technologies and take on complex and interesting projects.
• • Be part of a global company with a strong emphasis on innovation and employee growth.
• • Continuous learning and development opportunities in a dynamic tech environment.
• • Contribute to the success of a market-leading product suite.
• • Work remotely within Malaysia, offering flexibility and work-life balance.
• • Collaborate with industry-leading technology partners.
• • Be part of a company culture that values fresh perspectives and empowers employees to take their ideas to completion.