Technical Account Manager Empirix
Empirix Service Assurance solutions enable global telecommunications companies to fully visualize carrier network performance, and strategically enhance customer experience.
EMPIRIX Service Assurance product portfolio includes testing, monitoring, and analytics products. Innovative EMPIRIX test and monitoring systems enable operators to more effectively troubleshoot problems, resolve interoperability issues, and smoothly incorporate new technologies into their next-generation networks. EMPIRIX offers a revolutionary visual analytics product for quickly manipulating data and customizing reports to empower service providers to strategically enhance customer experience and uncover new revenue streams.
TECHNICAL ACCOUNT MANAGER (TAM)
The Empirix TAM operates as an on-premise (client company located in GA) trusted liaison between Customer and Empirix. The TAM is positioned to ensure the success of the Empirix deployment throughout the post-sales product life cycle. The TAM will be a skilled member of the Empirix post-sales team, with direct access to corporate resources, ensuring the needed responsiveness for the strategic nature of this role.
The TAM will be utilized for both on-site post-sales maintenance activities as well as professional services duties as appropriate.
Empirix Post-Sales Liaison
Assists with the inspection and validation of product issues encountered by the Customer, ensuring they are being properly entered into Empirix?s ticket tracking system.
Assists in the management of product feature requests, and critical Customer support issues.
Act as the main on-site point of contact for technical support escalations, issue review and current status update.
Assists in the implementation and provisioning of new systems into the Empirix deployment.
Creates the baseline provisioning of all newly deployed systems for the then-current traffic.
Establishes administrative best practices, working with Customer to ensure these best practices are being adhered to across all systems in the deployment.
Delivers new hire system and administration training.
Provides refresher training and enhanced tutoring for employees.
Mentors users and administrators on best practices of the system
Requires both a business and technical competence in account management:
Business acumen in dealing with customer-facing, high profile, fast-paced environments
Proven track record in pre and/or post sales leadership roles and understanding strategic technology trends in networks and network architectures
Experience with implementation, configuration and monitoring of carrier-grade equipment.
Knowledge of carrier and provider architectures:
o VOIP architectures and protocols (SIP, H.323, MGCP, H.248)
o Mobile Circuit Switch / SS7 Core (ISUP, MAP, CAMEL)
o Mobile Broadband (user plane, data plane)
o IPTV / VOD
o TDM networking (T1/ISDN/SS7, etc.)
Proficient in Linux/Unix
Excellent troubleshooting and problem solving skills.
Self-directed, self-motivated, professional services traits - excellent interpersonal, written and verbal communication skills.
This position is located in Atlanta, GA area and will work on premise with our customer - a leading telecommunications provider. 30% travel required.
||Billerica, MA |