Technical Account Manager
5 months ago
About Us
Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better.
Every day millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.
Ideagen believe that by recruiting diverse and talented individuals, we create an inclusive community for all. We are committed to empowering all colleagues to maximise their potential and express their unique characteristics, experience, and knowledge to achieve their ambitions.
Responsibilities
Account Management Represent Ideagen DevonWay in customer meetings, with all levels of management.Provide guidance and feedback to the customer regarding business process automation, best practices, DevonWay capabilities, design options, and the pros and cons of each option.Translate customer needs into detailed requirements based on best practices.When appropriate, offer suggestions to expand the use of DevonWay to provide more value to the customer. This could be through the addition of new applications or by expanding the user base of existing applications.Analyze customers’ needs and suggest improvements.Conduct training sessions, either over webinars or in-person, for deployed applications.Manage the ticket queue consisting of support requests and incidents.Provide work estimates and plans to the project manager. Application Development Follow an agile methodology to design and configure applications based on user stories/tickets.Learn and follow the DevonWay SQA process.If necessary, plan for and manage the completion of data conversions, interfaces to third-party systems, and reference data loads.Design, build, test, and deploy SSRS and/or Business Intelligence reports.Design, build, test, and deploy key performance indicators (KPIs). Technical Perform incident troubleshooting and resolution.Work closely with DevonWay internal teams, including Development, Operations, Products, and Account Services.Implement improvements to customer applications.
Skills and Experience
Communication Excellent verbal and written communication skills.Customer-focused and comfortable communicating with customers, including executives.Able to communicate technical concepts to a non-technical audience. Account Management 1-3 years’ experience as a Technical Account Manager, Business Analyst, or equivalent position.Organized, with proven work/task management skills and the ability to consistently meet deadlines.Calm under high-pressure situations, such as during an unplanned downtime. Technical First-rate problem-solving and troubleshooting skills The ability to excel in a fast-paced environment.Smart; analytical; able to understand abstract concepts.The ability to connect business and technical requirements to deliver solutions. Experience with the following technologies is desired: SQL Server Reporting Services (SSRS) RESTComfortable with relational database concepts and able to create complex SQL statements involving, at a minimum, joins and subqueries-
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