Technical Account Manager innoPath Software
innoPath technology drives the support and care of mobile devices at the speed of life. Using innoPath's solutions, subscribers, mobile operators and device manufacturers can update, diagnose, and fix devices over-the-air. The benefits of using innoPath technology include avoided device recalls and returns, reduced incidence of support calls, and increased subscriber satisfaction. We are looking for a Technical Account Manager to focus on proactive sales support and developing and maintaining committed relationships with customers.
DUTIES AND RESPONSIBILITIES
-- Proactively develops technical and communicative relationships with customers, focusing on customer success.
-- Demonstrates the ability to understand a customer's business and articulate the impact innoPath's solutions have on the business.
-- Provides program and project management during the pre-sales pilot and post-sales service delivery.
-- Ensures the contractual deliverables are provided to customers in a timely manner.
-- Serves as an escalation contact to customers and internal stakeholders for concerns and issues.
-- Manages, monitors, and reports on customer usage.
-- Ensures technical support and product issues are resolved in a timely manner through support, engineering, product management and other internal groups as needed.
-- Provides accurate and timely reporting to meet both internal and customer requirements.
-- Identifies opportunities and works in parallel with internal resources to provide proactive/preventative activities and reduce the number of issues experienced to optimize solutions and services.
-- Develops and maintains a positive relationship with all key functional areas. A team player.
-- Identifies potential product and services leads within existing customer accounts.
REQUIRED SKILLS & EXPERIENCE
-- 7-10 years experience with program/project management, engagement management, and/or customer service delivery in related information technology industries.
-- Experience directly managing projects and/or service delivery for external customers, preferably in a SaaS environment.
-- Solid understanding of wireless technologies and experience working for or managing projects on behalf of wireless carriers and mobile device OEMs.
-- Articulate, persuasive, and a polished oral and written communicator with the ability to discuss and negotiate with customers.
-- Ability to resolve problems in potentially stressful situations.
-- Must be a confident and assertive professional, acting as an independent and adaptive team player.
-- Customer oriented, resourceful and enthusiastic, showing an intense entrepreneurial mindset.
-- Strongly motivated by challenging goals; solid listener, creative, and intuitive.
-- Demonstrated ability to effectively manage time and resources.
-- Must enjoy and excel at working in a fast-paced series B company.
-- Periodic and moderate travel within the assigned region and/or accounts.
-- Bachelor's degree in Computer Science, Information Technology or equivalent field experience.
innoPath is an EOE.
For more information about innoPath, check out our Facebook page: https://www.facebook.com/#!/innoPath
Smart devices are demanding. They capture our attention, they require updating, and they frequently need fixing. innoPath helps device OEMs and mobile operators deal with the associated pain by offering two hosted solutions: mobileUpdate delivers new functionality to devices over-the-air, while activeCare2 empowers customer care agents to diagnose and fix smart devices with a single click. The net result is downward pressure on care costs and a superior experience for the mobile subscriber.Investors: Intel Capital
, VantagePoint Venture Partners All Jobs: at innoPath Software
|Headquarters:||1195 West Fremont Avenue|
Sunnyvale, CA 94087
|Company Profile:||innoPath delivers superior care experiences to mobile subscribers. By leveraging over-the-air (OTA) technology, mobileUpdate is used to push firmware and software updates directly to subscribers' devices. activeCare2, via an activeLink between the subscriber's smart device and the innoPath server, offers a unified interface to help contact center agents easily investigate device-related issues, decrease the amount of time it takes to determine the root cause of a customer complaint, and fix common device issues. innoPath's solutions are turnkey, provided as hosted and secure services.
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