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    Technical Account Manager - Ontario, Canada - Adlib Software, Inc.

    Adlib Software, Inc.
    Adlib Software, Inc. Ontario, Canada

    2 weeks ago

    Default job background
    Description
    Adlib has been transforming the way enterprise organizations overcome unstructured content challenges for over 15 years.

    Our content intelligence and automation solutions allow thousands of global customers to discover, standardize, classify, extract and leverage clean structured data from complex unstructured documents to simplify compliance, accelerate business processes and fuel data-driven analytics.

    Our new Technical Account Manager is responsible for:
    Providing Customer Service and Support for Adlib products to Strategic Partners and Customers.
    Our new Technical Account Manager will:
    Provide product expertise and support services to our key customers. Identify, diagnose, and resolve advanced customer issues related to configuration and/or use of Adlib products. Track customer communications within Adlib's support tool
    Replicate issues, document solutions and Contribute to self-help resources including knowledge base articles
    Go beyond reactive support to develop procedures & tools necessary to facilitate monitoring of customer systems to identify problems before they become critical
    Manage resolution of cases from start to finish in a timely and efficient manner and within accepted service levels
    Ability to sense increasing sensitivity of issues and escalate accordingly and set and manage expectations.

    Partner and collaborate with internal stake holders on customer strategy, customer issues, new opportunities within the customer account, overall customer health etc.

    AE, RM, TAM to meet regularly on the assigned accounts. Represent Customer Operations at QBR for assigned customer. Prepare and talk to key data such as; Identify new opportunities for sales/services and provide lead information
    Provide support during business hours as well as premium support outside of business hours based on client agreements.
    Ensure strict adherence to individual customer SLA's per Support Agreements
    Perform other tasks as requested by the Manager of Customer Support
    Our new Technical Account Manager has:
    5+ years of experience as a senior resource in a customer support environment working with both technical resources and senior level management contacts
    Degree/diploma in computer science or equivalent
    Time management and multi-tasking skills
    Strong people management skills and the ability to work well under pressure
    Experience in software implementation and configuration
    Net. C#, C++, VB or Java.
    Experience in Software QA or Software Development environments

    In depth technical knowledge of Microsoft Products and Operating Systems including database administration or SQL programming as well as web services.

    Experience with PDF technology an asset
    Experienced in Xml troubleshooting and validation (DTD)
    We wholeheartedly believe that maximizing work-life balance is one of the most important paths to high performance. To that end, we have an open-vacation policy and many programs to promote employee wellness. We have massage therapist days, badminton, baseball, fresh fruit in the lunchroom and fitness membership reimbursement.
    We are also passionate about our community and participate in many local charitable events.

    To learn more about this role please express your interest here or follow us on Twitter , Facebook or LinkedIn for future opportunities.

    Embracing diversity not only enhances our work culture but drives business success.

    Adlib encourages applications from everybody, regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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