Technical Account Manager
Summit Partners, L.P
Melbourne, AU
30d ago

The Company :

AvePoint accelerates your digital transformation success. Over 16,000 companies and 6 million SharePoint and Office 365 users worldwide trust AvePoint software and services for their data migration, management, and protection needs in the cloud, on-

premises and hybrid environments.

A four-time Microsoft Partner of the Year, AvePoint is a Microsoft Global ISV Partner and has been named to the Inc. 500 5000 six times and the Deloitte Technology Fast 500™ five times.

Founded in 2001, AvePoint is privately held and headquartered in Jersey City, NJ.

Overview

Do you have passion for customer satisfaction and the skills to troubleshoot in a complex technical environment? Does the idea of providing guidance and mentorship to junior Support Engineers motivate you?

We’re looking for someone who can quickly become an expert in delivering exceptional solutions that nurture customer retention, fosters technical growth in support, and improves product reliability.

What will you be doing?

The Technical Account Manager (TAM) serves as the key technical point of contact for AvePoint enterprise customers. The TAM works in a consultative role to assist in the successful platform integrations and account management to provide existing customers with technical recommendations through the customer’s product operations lifecycle.

In addition, the TAM will provide Tier III support for accounts and cases which need sensitive technical care.

Your responsibilities will include :

  • Becoming a trusted customer advocate by ensuring we are prompt and professional with all engagements, whether by phone or email
  • Helping customers maximize their use of our products by overcoming any challenges throughout implementation and general use.
  • Performing onsite architectural design sessions with existing clients to assist in architecting future and current deployments of software solutions
  • Performing remote or onsite professional service and platform integration engagements for existing clients
  • Delivering web-based or onsite training sessions for clients
  • Acting as the Tier III escalation point and leading conference calls with customers who require experienced handling on sensitive support cases
  • Lead Support Queries : Acting as the subject matter expert to solve support queries from clients, coordinate internal and external support efforts, and organize solution delivery
  • Customer Service : Utilizing your knowledge of our software to deliver effective resolutions and answers to customer issues and inquiries.
  • OK, I'm interested... is this the job for me?

    You’re the main point of contact for your assigned customers, which means you will need in depth product knowledge and exceptional troubleshooting skills.

    You will also act as the trusted advisor to other departments within AvePoint and will need to demonstrate strong follow through in all your support queries.

    Other qualities that will make you a fit for this role include :

  • BA / BS Degree (Computer Science / Engineering majors preferred) with 2- 3 years of work experience
  • 2+ years of technical software support or help desk experience (preferred)
  • Excellent written / verbal communication, organization, presentation, and stakeholder management skills
  • Ability to work individually and within a highly collaborative team setting
  • Willingness to learn and adapt in a fast paced environment
  • Knowledge in the following areas :

  • Understanding of Microsoft SharePoint and Office365 architecture, components, and configuration
  • Working knowledge of SQL server versions
  • Must be able to install, configure, and maintain current Windows Server functions
  • Ability to install, configure, and troubleshoot current Windows server functions
  • Working knowledge of networking and administrative technologies such as TCP / IP, DHCP, DNS, Active Directory, SMTP, and DHCP technologies
  • Experience performing production updates in a live production environment
  • Working technical knowledge of current software protocols and Internet standards
  • Competence with testing, flowchart, and data mapping tools and procedures
  • Knowledge on an enterprise content management system is preferable
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