Senior Technical Account Manager

6 hours ago

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SOTI

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Enterprise • SaaS • Telecommunications

SOTI is a leader in simplifying business mobility and making mobile-first operations efficient, reliable, and secure. The company's flagship offering, the SOTI ONE Platform, provides a comprehensive suite of solutions enabling mobile device and IoT management across various platforms, including Android, Apple, Linux, and Windows. SOTI's solutions support diverse industries, such as emergency services, retail, transportation and logistics, field services, and healthcare, enhancing productivity and connectivity. The platform facilitates security, app development, device management, and analytics, catering to the needs of enterprises worldwide.

1001 - 5000 employees

Founded 1995

🏢 Enterprise

☁️ SaaS

📡 Telecommunications

📋 Description

• Provide subject matter expertise in configuring SOTI MobiControl Mobile Device Management software to meet project deliverables, including software installation, application configuration, testing, and troubleshooting. • Conduct Discovery Calls with customers to gather requirements for Work Orders. • Prepare Scope of Work documents detailing agreed activities and recommend appropriate SOTI products and services to enable the Sales Account Manager to produce accurate and timely quotations. • Execute Work Orders, including implementations, migrations, and upgrades of SOTI software both remotely and on-site, ensuring alignment with customer and business needs. • Deliver remote and on-site training sessions on SOTI software. • Act as a Technical Account Manager (TAM) for a select group of Enterprise Support customers, serving as a trusted advisor, escalation point for issue resolution, and advocate for customer success and satisfaction. • Collaborate closely with Support teams to ensure customer needs are met. • Provide feedback to the SOTI software development team to assist with product fixes and enhancements. • Support Pre-Sales and Support teams with technical issues as needed and participate in software quality assurance activities, including testing and documentation of product issues. • Develop and maintain documentation to support standard implementation and support processes. • Accurately document all Work Orders and Support Cases in a timely manner. • Log all testing, troubleshooting, and research activities, including known issues, workarounds, and general information, to enhance the support knowledge base. • Willingness to travel (approximately 5 -10%).

🎯 Requirements

• 5–10 years of experience in advanced technical roles (e.g., Implementation Specialist, Technical Support, Solutions Architect), with direct customer advocacy and engagement in post-sales or professional services within complex IT environments. • Strong interest in mobility and solid understanding of leading and emerging mobile technologies, with working knowledge of Android, Apple, and Windows operating systems. • Excellent problem-solving, analytical, and troubleshooting skills. • Ability to quickly learn and explain complex technical concepts to diverse audiences. • Strong communication skills and ability to build and maintain trusted relationships with large enterprises. • Proven ability to multitask and manage competing priorities effectively. • Experience delivering training (remote and in-person) on technical software solutions. • Exceptional verbal and written communication skills. • Proactive, self-motivated, and able to work with minimal supervision. • Demonstrated ability to lead initiatives and successfully complete projects. • Hands-on experience with MS SQL (scripting and administration). • Solid understanding of networking concepts and principles, including certificates, SSL/TLS, firewalls, and routing. • Proficiency in Windows Server administration (LDAP/AD, services, and troubleshooting).

🏖️ Benefits

• The People - 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.