Technical Account Manager - Senior Professional

What will you do?

• Ensure the high quality and responsive delivery of all committed ESM services to your assigned accounts
• Familiarize yourself with your assigned clients’ architecture, infrastructure, and business goals
• Work closely with Support Engineers, Developers, Program Managers, Implementation Specialists, Project Managers, and Account Executives
• Oversee the overall coordination with the client regarding the ESM Program
• Communicate with the client on the status of open issues, software updates, and upgrade procedures
• Test and diagnose issues reported by ESM clients, including examining and debugging custom code developed by Schneider Electric
• Work independently with Support Engineers on open issues to determine circumstances under which the issue occurred and testing of fixes until resolved
• Maintain a schedule of planned and active ESM Program tasks for each client
• Coordinate with System Administrators, DBA Team, and individual project team members to establish appropriate environments for each client where an ESM Program agreement is in place
• Interface with Extended Maintenance Manager and other Technical Account Managers regarding the support needs of individual clients
• Keep open issues up to date
• Interface with Account Executives for lead generation and opportunity identification
• Work with Support Services, Product Management, and R&D to provide client feedback/insight on product issues, needs, and requests
• Produce internal reports for management per various KPIs

Qualifications

• Bachelor's degree in computer science, engineering, geography, business, management, or related discipline
• 3+ years of experience as a software project manager or technical account manager in a professional services environment for large, key, strategic accounts
• 3+ years’ experience implementing, configuring, and documenting enterprise ArcGIS or ArcFM implementations with custom extensions, interfaces, and integrations for electric, gas, water, wastewater, or fiber/telecommunications utilities in the U.S.
• 3+ years’ experience with commercial RDBMS such as Oracle and SQL Server
• Internal: 3+ years experience as a client-facing consultant, advisor, project manager, technical account manager, representative, or support engineer
• 1+ year experience leading developers in defect resolution, enhancement requests, or small development projects
• Solid understanding of software development methodologies
• Familiarity with .NET and C# development standards, environments, practices, and processes
• Ability to instill confidence, gain trust, look at requests for new/different work as opportunities, embrace client requirements, and be passionate about finding solutions to meet and exceed client expectations
• A selfless attitude of servant leadership and a passion for making our clients successful
• A focus on teamwork, and making your teammates successful
• Strong foundation in technical writing
• Strong, proven skills in organization, coordination, time management, prioritization, presentation, and communication
• Experience in business development and solution selling desired
• Proficiency with: Microsoft Office Suite of tools / applications; nice to have: EBSuite, JIRA or other case ticketing system, Jive Software, SAP travel/expense, Vision
• Excellent interpersonal, written, and oral communication skills and an ability to multitask
• Travel: 20%-50%