Technical Account Manager

• Close consultative technical engagement with several large customers within the Asia-Pacific Japan (APJ) region
• Establish a close working relationship with their customer’s senior technical leadership team and become their trusted advisor.
• Help EDB customers maximize the value of their Postgres investment
• Assist EDB customers develop and deploy Postgres proliferation strategies
• Provide technical leadership for the customer's major Postgres initiatives (This may include solutions consulting, architecture guidance and project management)
• Coordinate the interaction between EDB’s internal team members, such as: Professional Services, Field CTO, CSM, Technical Support, Account Team, and the customer
• Maintain current functional and technical knowledge of the entire EDB product line
• Provide clear and constructive product feedback to EDB’s product management teams based on customer requirements
• Help to document best practices in developing and deploying EDB solutions
• Function as a front-line technical resource for "best practice" and informal customer questions
• Manage customer escalations and coordinate with the technical support team for faster resolution.
• Travel is required up to 25% percent of the time

Technical Account Manager at EDB for Malaysia advising on Postgres implementation

Technical Account Manager at EDB for Malaysia focusing on Postgres implementation and customer relationships. Engaging with senior technical leadership to optimize Postgres strategies and solutions.

• Responsible for developing and maintaining a strong relationship with Enterprise customers (up to an approximate licence device count of 5,000)
• Responsible for developing and maintaining SME-level knowledge for SOTI MobiControl and learning 1 additional SOTI One Platform product to support Enterprise Customers.
• Should onboard Enterprise customers, presenting benefits and how to access them, establishing processes for contacting TAM, setting up an Administrator, raising cases and setting up regular cadence calls.
• Deliver Quarterly Business Review,s including product roadmap (when available) in accordance with customers' requirements.
• Provide ad-hoc technical consultancy, advice and guidance using product and general technical expertise, including the timely communication of potential issues that may cause disruption
• Regularly attend TAM/Support sync meetings to assist and contribute towards the timely resolution/escalation of your customer's support cases.
• Oversee and manage any customer-requested Root Cause Analysis (RCA's) for Priority 1 Cases, maintaining responsibility for the delivery of information back to the customer, preventing future recurrence.
• Create and maintain a Business Profile containing personalised network diagrams, details on the setup and configuration of SOTI One Platform products, and specific business use cases that improve understanding and potential for QA prior to assisted or paid upgrades.
• Contribute towards the creation of Webinars on a range of topics to benefit Premium and Enterprise customers, ensuring the sharing of accurate and up-to-date information designed to provide real business value.
• Undertake Discovery Calls for your Enterprise customers to deliver paid Work Orders, or free PS Hours (if applicable) for all Professional Services SKUs.
• Hold requirement gathering sessions with customers and provide feedback to the back-end software development team to assist in any product fixes, enhancements, etc.
• Contribute towards the development and maintenance (or review/approval) of documentation to support the services delivered by SOTI Enterprise and Professional Services,
• Accurately document all initial and sign-off communication to organise Work Orders.
• Record progress against the delivery of service within Work Order, including the amount of time spent on each service delivered for your Enterprise customers.
• Create and maintain Knowledge base documents that may be generated through errors or testing encountered, troubleshooting and research on known issues, as a result of SRT or advised by the customer and raised as JIRA (confirmed by Development)
• Complete necessary SRT Manifest Testing for responsible SOTI One Platform products, attending SME meetings held by Product Managers to provide relevant feedback.

Technical Account Manager supporting Enterprise customers with SOTI software solutions

Technical Account Manager responsible for implementing SOTI’s MobiControl and managing relationships with Enterprise customers. Fostering growth and support in a global, fast-paced environment.

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Technical Account Manager

Technical Account Manager