Client Engagement Manager Good Technology
THIS JOB HAS EXPIRED Description
At Good Technology, we secure enterprise information and applications on today?s most popular mobile devices?such as iPhone, iPad, and Android?protecting both company and personal data. An exceptional user experience enhances productivity, whenever and wherever people want or need access. Mobile is on fire. So are we. Join us!
The Good Client Engagement Manager is a dedicated resource, focused on an enterprise customer?s successful long term Good deployment. A hybrid of Consultant and Technical Account Manager, the Client Engagement Manager is responsible for oversight of all aspects of Good?s solutions specific to the customer.
Position can be located in: Boston, Hartford or Minneapolis
? Be proactive in resolving customer issues and ability to ?think outside the box?
? Take total ownership of issues and drive them to closure
? Perform issue triage based on customer impact, support plan etc and quickly identify and react to serious issues.
? Represent customer by filing software bug reports and feature enhancements on their behalf.
? Be able to take over and settle irate customer calls by providing product knowledge, options and proper expectations.
? Ensure Good products are of highest quality by contributing feedback and working with internal teams: Engineering, Sales, Product Management, Operations, for fixes or areas of improvements.
? Ensure the key accounts? Good for Enterprise product needs are met.
? Liaise and work closely with the Good Technology escalations team and communicate a sanitized version of datanextstepsstatus to Good Technology customers.
? Handle Escalations when normal support processes are not meeting agreed upon expectations.
? Be flexible to provide training at customer?s site on recurring or new Good products, as requested
? Train new hires or vendor agents on recurring and new products.
? Create Documentation and Knowledge Base articles on Good products for internal and external usage.
? Assist Sales and Sales Engineers on pre-sales questions and Escalations.
? Participate in the On-Call Rotation schedule.
? Great communication skills
? Program management experience Ability to multi-task, good organization skills, persistence, patience, proactive, prioritization
? Technical aptitude in resolving complex technical server and/or networking issues
? Experience in all Microsoft operating systems at the administrator level.
? Experience in MS System Administration, as well as different types of security software and hardware (firewalls, routers
? Intermediate-to-expert level knowledge of MS Exchange, Outlook, active Directory, Lotus Notes, and Lotus Domino
? Knowledge of wireless carrier networks, as well as Smart Phones, iPhone, Android and Window Phone 7
? Experience in installing, diagnosing and troubleshooting server and client-related problems, such as performance problems, permissions issues and lockups.
? Demonstrated ability to work independently and as part of a team
? Demonstrated high level of judgment, advanced problem solving techniques, and
? technical writing skills
Education requirement: BA or equivalent
Experience requirement: 3-5 years of customer engagement experience
||Marlborough, MA |
THIS JOB HAS EXPIRED