Technical Account Manager

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Accountable for developing and nurturing robust relationships with Enterprise customers (up to an estimated license device count of 5,000).

• Tasked with acquiring and maintaining SME-level knowledge of SOTI MobiControl and learning an additional SOTI One Platform product to support Enterprise Customers.

• Responsible for onboarding Enterprise customers by presenting benefits and methods for accessing them, establishing processes for contacting TAM, setting up an Administrator, raising cases, and organizing regular cadence calls.

• Deliver Quarterly Business Reviews, including product roadmaps (when available) in alignment with customer requirements.

• Provide ad-hoc technical consultancy, advice, and guidance utilizing product and general technical expertise, including timely communication of potential issues that may cause disruption.

• Regularly participate in TAM/Support sync meetings to aid and contribute towards the swift resolution/escalation of your customer's support cases.

• Oversee and manage any customer-requested Root Cause Analysis (RCA's) for Priority 1 Cases, maintaining accountability for delivering information back to the customer and preventing future occurrences.

• Develop and sustain a Business Profile that includes personalized network diagrams, details on the setup and configuration of SOTI One Platform products, and specific business use cases that enhance understanding and potential for QA prior to assisted or paid upgrades.

• Assist in the creation of Webinars on various topics to benefit Premium and Enterprise customers, ensuring the dissemination of accurate and current information that provides real business value.

• Conduct Discovery Calls for your Enterprise customers to deliver paid Work Orders or free PS Hours (if applicable) for all Professional Services SKUs.

• Facilitate requirement gathering sessions with customers and provide feedback to the back-end software development team to assist in product fixes, enhancements, etc.

• Contribute to the development and maintenance (or review/approval) of documentation that supports the services offered by SOTI Enterprise and Professional Services.

• Meticulously document all initial and sign-off communications to organize Work Orders.

• Track progress against the delivery of service within Work Orders, including the time invested in each service delivered for your Enterprise customers.

• Create and maintain Knowledge Base documents generated from errors or testing encountered, troubleshooting, and research on known issues, as a result of SRT or advised by the customer and logged as JIRA (confirmed by Development).

• Execute necessary SRT Manifest Testing for responsible SOTI One Platform products, attending SME meetings held by Product Managers to provide relevant feedback.

⛳️ Requirements

• At least 4+ years in advanced technical roles (implementation specialist, technical support, solutions architect), with direct customer advocacy and engagement experience in post-sales or professional services functions in a complex IT environment.

• Strong interest in mobility, with a solid understanding of both leading and emerging mobile technologies, along with working knowledge of Android, Apple, and Windows Operating Systems.

• Excellent problem-solving, problem resolution, and analytical abilities.

• A quick learner with the capacity to understand and explain complex technical concepts to varied audiences.

• Strong communication skills, along with the ability to build and manage relationships with large enterprises.

• Experience in technical documentation is essential.

• Ability to multitask and balance competing requirements effectively.

• Capability to train diverse audiences on the use of SOTI software (in-person or remotely).

• Proficient in English, Malay, and Bahasa - both verbal and written communication skills are required. Fluency in Mandarin or any additional language is an advantage.

• Proactive, with the ability to work with minimal direct supervision.

• Strong understanding of Networking concepts and principles (including TCP/IP, certificates, SSL/TLS, firewalls, and routing).

• Experience in Windows Server administration (LDAP/AD, services, and troubleshooting).

🏝️ Benefits

• The People - SOTI has cultivated a company culture that we can all be proud of, from our humble beginnings in our founder’s basement to our current industry-leading position. Our culture emphasizes personal growth, continuous innovation, and enjoyment.

• The Growth - Our environment encourages new ideas, fresh perspectives, and the ability to bring them to fruition. SOTI is a fast-paced workplace with a global reach that invites you to make your mark and be a part of something significant!

• The Technology - You will have the opportunity to work with cutting-edge technologies and tackle complex, interesting projects as part of highly collaborative and agile teams.