Technical Account Manager

About the role

SOTI is seeking a Technical Account Manager to support Enterprise customers with up to approximately 5,000 licensed devices. The role involves developing strong customer relationships, building SME-level knowledge of SOTI MobiControl and one additional SOTI One Platform product, onboarding customers, delivering Quarterly Business Reviews, providing ad-hoc technical consultancy, managing support case escalations and RCAs, and contributing to webinars and documentation. Positions are based in Kochi, India and Gurgaon, India.

What you’ll do

• Develop and maintain strong relationships with Enterprise customers (up to an approximate licence device count of 5,000)
• Develop and maintain SME-level knowledge for SOTI MobiControl and learn 1 additional SOTI One Platform product to support Enterprise Customers
• On-board Enterprise customers by presenting benefits and how to access them, establishing processes for contacting the TAM, setting up Administrator, raising cases, and setting up regular cadence call
• Deliver Quarterly Business Reviews including product roadmap (when available) in accordance with customer's requirements
• Provide ad-hoc technical consultancy, advice, and guidance using product and general technical expertise, including timely communication of potential issues that may cause disruption
• Regularly attend TAM/Support sync meetings to assist and contribute towards timely resolution/escalation of customer support cases
• Oversee and manage customer-requested Root Cause Analysis (RCA's) for Priority 1 Cases, maintaining responsibility for delivering information back to the customer to prevent future reoccurrence
• Create and maintain Business Profiles containing personalised network diagrams, details on setup and configuration of SOTI One Platform products, and specific business use cases

What you’ll bring

• Minimum 4+ years in advanced technical positions such as implementation specialist, technical support, or solutions architect
• Direct customer advocacy and engagement experience in post-sales or professional services functions within a complex IT environment
• Strong interest in mobility with a solid understanding of leading and emerging mobile technologies
• Working knowledge of Android, Apple, and Windows Operating Systems
• Excellent problem solving, problem resolution, and analytical skills
• Solid communication skills with the ability to build and manage relationships with large enterprises
• Experience in technical documentation
• Robust understanding of Networking concepts and principles including TCP/IP, certificates, SSL/TLS, firewalls, and routing

Nice to have

• Fluency in any other languages with Hindi preferred
• Ability to train a variety of audiences on the use of SOTI software in person or remotely

Skills