We are currently searching for a Senior Technical Account Manager. The candidate will report to the Global Director of Platinum Services and work as a dedicated resource to an assigned set of Platinum customers in a post-sales and pre-sales capacity. The candidate will serve as the designated point person for deployment, implementation, maintenance and support for all Workshare products and solutions. The candidate will work in a collaborative business/technical partnership to our most strategic accounts and communicate on behalf of Workshare Customer Support. The candidate will be required to have a strong networking background in order to assist with enterprise network deployments and local client based solutions. The candidate will be required to have excellent presentation and communication skills and may be required to travel to US client sites to assist customers or attend meetings on short notice. The candidate will assist Workshare Partners in delivering solutions and training programs, as required.
- Providing day-to-day assistance and communicating on behalf of Workshare with an assigned set of Platinum Customers (in a post and pre-sales capacity) in a timely manner consistent with Workshare's SLA - Developing and fostering strong customer relationships to achieve the highest level of customer satisfaction - Understanding customer requirements, their client/server infrastructure and proactively identifying upcoming needs - Raising Service and Change Requests, and identifying business critical issues to be Fast Tracked in order to manage customer expectations and satisfaction - Understanding and developing good working knowledge of current and future Workshare products - Working cooperatively in a team environment and mentoring junior members - Working in partnership with Regional Account Manager responsible for managing Platinum accounts - Working cooperatively with Channel to help educate and build relationships with regional VARs - Providing expert knowledge and content to improve upon the existing Workshare Knowledgebase and training tools
- Strong verbal communications skills and demonstrated ability to write clearly and persuasively - High energy, positive, "can-do" attitude, flexibility, teamwork, and attention to detail; high degree of initiative - Creative problem solving, strategic thinking, communication, and ability to transition to tactical action - Provide planning, designing and implementing of Workshare products in a pre-sales and post-sales capacity - Clear understanding of the software development lifecycle and ability to affect Fast Track processes through strong teaming with Product and Engineering teams - Experience supporting and delivering solutions in the following environments: Microsoft Windows 2000/XP/Vista, Office 2000/XP/2003/2007, Server 2003 environments. Awareness of Windows 7, Office 2010, Server 2008 and SharePoint 2003/2007/2010 - Document Management System (DMS) experience with one or more of the following: Autonomy iManage (Interwoven) Filesite/Desksite/Worksite, Opentext (Hummingbird) DM, DocsOpen or equivalent in the legal vertical - Experience with SaaS (cloud computing) as a concept, and leveraging CRM systems for team productivity (SalesForce) in particular Email Systems experience with one of more of the following: Lotus Notes and Exchange - Experience with one or more of the following third party deployment tools: Active Directory, Altiris, SMS (SCCM), or a solid familiarity with MSI protocol, properties and switches - Experience with multi-user environments such as Citrix and/or RDP - Experience with virtualization environments (such as VMWare, Softgrid) Black box logging tools (such as BMC Identify AppSight, Wireshark) - Presentation and web conferencing skills (such as Webex, Live Meeting, GoToMeeting)
- Must have a minimum of 5-7 years of technical support and account/client management experience; preferably with complex software products to an IT-oriented customer-base - Must have expert level experience of application/system integration - Must have a minimum of 5+ years of hands-on networking experience Certifications are an advantage (Network+, CIPP, CCNA, MCSE, MOS, MCAS). - Experience working in a law firm environment is desired - Must have prior experience working with senior level executives in various industries - Full proficiency with Workshare product suite is desired - Hands-on experience with SFDC CRM