Technical Account Manager
- Title:
- Technnical Account Manager
- Job ID:
- TAM-10
- Location:
- Portland, Maine
- Department:
- Customer Support
- Position Reports To:
- Manager, Technical Support
- # of openings:
- 1
Purpose:
The purpose of this position is to be the iMANY point of contact for customer issues and drive customer satisfaction for assigned customers. Building a satisfied customer base directly contributes to increased sales opportunities and a higher maintenance and support renewal rate. This is a key position that when executed well, directly impacts the bottom line of iMANY.
Responsibilities:
- Respond promptly to customer problems and questions that come in through the iMANY Customer Support Web site, email and telephone
- Diagnose, troubleshoot, and resolve software application issues with customers and partners
- Manage multiple customer cases simultaneously and provide regular progress updates to customers with open support issues.
- Ensure that all customer-related information—including case history, contact information, and installed software are kept accurate and up-to-date in the contact tracking database
- Document solutions to issues to be included in the internal and customer knowledge bases
- Provide root cause analysis for all key customer critical issues and log in issue tracking system
- Proactively call assigned customers based on support policy schedule
- Proactively work with Product Engineering to provide the Customer Support team with current information on product problems and resolutions
- Accurately identify, replicate, and document software defects and customer-requested product enhancements in the appropriate tracking system – and escalate as appropriate
- Travel occasionally to customer sites or other I-many locations as needed
Skills/Experience:
- B.S. degree in a technical discipline or equivalent experience
- Excellent customer service skills with the ability to handle difficult customers and situations
- At least 3 years of experience preferred
- Excellent communication skills, both verbal and written
- Ability to multi-task and work under dynamic conditions and constraints with minimal supervision
- Ability to respond to users with a high degree of professionalism and accuracy
- Solid understanding of web-based applications, J2EE standards, Java, XML/XSLT
- Knowledge of Oracle and MS SQL Server
- Knowledge of application deployments on IBM Websphere, BEA Weblogic and JBoss Experience with MS Windows, Sun Solaris, Linux operating systems is a plus
- Previous experience in the life sciences industry is a plus
Interested candidates please send your resume, with "TAM-10" in the subject line to This e-mail address is being protected from spambots. You need JavaScript enabled to view it .
