Technical Account Manager
2 weeks ago
What you will do:
This is an individual contributor role, but you will be the Support point-of-contact person for a few large premium accounts for both technical and functional support items – basically, being the customer's go to person. Directly addressing some support items as well as providing direction to others, where needed, to ensure timely resolution of open support tickets. Understand Icertis platform as well as its implementation at the assigned customers very well including configurations, customizations and integrations. Interact with customers on/ off-site to troubleshoot issues, provide workarounds by leveraging your software development skills. Drive customer (support) health. Develop and deliver regular operational and collaborate on strategic reviews. Operational reviews would be focused updates for any longer standing open tickets. Strategic reviews would be focused on reviewing the customer's progress on their success measures and on the achievement of their business outcomes and value. Drive initiatives for productivity and ticket resolution quality improvement. Work on providing innovative ideas to improve ticket closure quality. Understand and fulfill enhancement requests received via customer use-cases. Should be able to contribute on knowledge base articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution. Provide technical expertise, guidance, mentorship to other team members. Provide hot fixes, patches and upgrade deployment support in production and staging environments and work closely with customers to schedule and test. Provide mentorship to other Icertis team members.Required skills and experience :
Overall 10+ years of experience 5+ years of experience in a Support, App Development or Sustaining engineering role. Troubleshooting skills on the Microsoft platform with expertise in C-
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