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Alfresco

(Remote) Premier Services - Technical Account Manager422 South Santa Fe Avenue, Bartlesville, Oklahoma, United States

(Remote) Premier Services - Technical Account Manager

422 South Santa Fe Avenue | Bartlesville | Oklahoma | United States

Company Description
About Us...

We believe in helping individuals & organisations stay ahead of the curve by disrupting the old ways of making business run faster.

Our open source technology is focused on user experience & allows IT to build intelligent business solutions at breakthrough speed.

Business is no longer a series of transactions but a constant flow of information, ideas, decisions, and outcomes. That's why we've developed a software platform that connects people, content, & processes, giving organisations the power to start their journey towards Digital Transformation.

Job Description
The role of a Premier Services - Technical Account Manager is within our Customer Success group. This team consists of the Global Customer Support, Professional Services, Customer Relationship Management and the Premier Support Services. This group is completely focused on our customers. This is reflected in our mission statement.

Deliver outstanding results, experiences and business value
throughout the Alfresco customer lifecycle.

The Technical Account Manager (TAM) role works closely with three groups of people: Customers, colleagues and management.

As an example of what the role entails the job description is built around those three groups:

Your Customers...

A successful Technical Account Manager (TAM) will help and guide our customers running their Alfresco project to a successful outcome.

During weekly calls with the customer and meetings on site the TAM will gain knowledge about the customer's Alfresco environment and understand their business needs. Using this knowledge the TAM can act as an advocate for the customer within Alfresco to ensure that technical issues are resolved quickly, with high quality and according to customer's priorities. This should lead to a very high satisfaction rating from our customers about the (Premier) Support delivered.

Alfresco's best Technical Account Managers are technical specialists for our ECM and BPM products. They are working together with their customers in preparation of planned upgrades to ensure the customer has all information needed to run this operation successfully. Outside of those the TAM will carry out annual health checks on customer's environment, providing feedback and follow up on recommendations to identify to prevent any potential issues on their systems.

Your Colleagues...

To be successful as a TAM at Alfresco, it is needed to collaborate with colleagues within the Premier Support Services and with Alfresco's global support team. This might include technical help, providing additional information from the customers or changes in support priorities.

Outside the support organization the Technical Account Manager will work closely together with our Sales Team, the Customer Success Managers and the Alfresco Professional Services team including consulting and training.

Management...

The Technical Account Manager will report to the regional Premier Support Services Manager who is happy to help as much as possible to ensure the customer's success.

If you can motivate youself, work indepentently and like to laugh, our work environment might be the right fit for you. And as half the team and the customers are remote, open collaboration is especially important.

All this is about your work and career. And all managers at Alfresco are supporting their employees in developing to achieve short and long term goals to progress your career as you want and when you want it.

If you read so far, like the job and can see yourself doing this, please contact us. If you look for a bullet point list please read further:

Your Impact...

Provide technical support for mission critical (severity 1) issues.
Coordinate all other support cases for your customers with regards to priority and information
Conduct weekly case reviews
Assist with Alfresco upgrade planning and activities
Perform an annual health check for each Customer
Setup and maintain an Alfresco system similar to customer's environment.
Document and maintain documentation to share knowledge with team members.
Perform quarterly on-site visits for each customer
Stay up to date with relevant product offerings to provide technical solutions to customers and record these resolutions for general use.
Work with other teams as required to provide best practice advice, identify potential workarounds and supply support code add-ons for Enterprise customers.
Work together with Sales team and Professional Services to ensure customer needs are met and to identify potential growth opportunities.
Additionally, the Technical Account Manager must act as a Champion for the Alfresco corporate values around customer success.
Qualifications
Your Keys to Success...

A passion for customers and a strong interest and desire to handle a variety of technical issues from the very basic through the ambiguous to highly complex and political.
Experience and desire in managing strategically important customer accounts.
Ability to work independently with minimal supervision, learn quickly and be proactive.
Problem-solving ability in both business and technical environments.
Client facing interaction/liaison.
Skills

Alfresco ECM or any other ECM experience
Very good communication skills.
Experience with writing and understanding source code for support requirements (preferred in Java/JavaScript)
Ability to trace and debug Web applications.
Understanding of J2EE, JavaScript, XML, Web services.
Perform analysis and tune operating system and web technology performance.
Understanding of network protocol layers, security layers and domain models.
Understanding of standard support processes
Preferred Skills

Understanding of Enterprise Content Management.
Experience with Hibernate, Spring Aspect-Oriented Framework and SOLR / Lucene Text Search Engine.
Understanding of one or more relational databases and Web Application Servers
Good presentation skills
Basic understanding of project management and development processes
Experience to deal with escalations
Education

Bachelor's Degree or equivalent
Language

English at professional level
Any other European language a benefit
Additional Information
Travel

A minimum of 10% travel will be required for this role.

Location

Home Office / Remote work possible (EU/UK based)

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