Technical Account Manager

Responsibilities:

1. Pro-active communication with Premier Customers (and Partners).
2. Owning all support incidents and requests submitted by Premier Customers and driving the resolution.
3. Retaining Premier Support Customer CSAT through a variety of outcome-driven activities and Owning Service Levels and other KPIs based on the contract terms.
4. Pro-active technical and advisory services –guiding Premier Customers to ensure that Parallels best practices are followed, including brand new risk assessments and health check processes.
5. Upgrade planning and patch management following product roadmap.
6. Ensure Premier Customer's knowledge and preparedness to perform maintenance tasks
7. The Technical Account Manager must represent the Premier Customer's interests when discussing their feature requests/product issues with RAS Engineering. The Project Manager is also responsible from Tracking and prioritizing of feature requests, code improvements,and bugfixes
8. Assisting with the implementation of new solutions, deployment of packages, hotfixes, and upgrades planning; post-upgrade services availability check
9. Post-Incident reviews and RCAs on Premier Customers demand.
10. Reporting on Premier Support Customers, including trend analysis, the current status, and KPIs, which are justified by supporting documents (e.g., Service Level Agreement with a customer) regularly or on-demand
11. Keeping Updated information on Premier Customers ensuring that information is shared as internal knowledge using KCS articles, sharepoint and/or wiki.
12. Participating in support-related activities and handling non-premiers activities as required.
13. Availability during Premier Customer business hours
14. Learning and increasing practical experience with the Parallels products and other technologies.
15. Coordinating and participating in meetings such as (but not limited to) projects, products, process improvements and customer success related.
16. Carry out mentoring and training of other engineers and TAMs
17. Plan, design and Provide Customer/ Partner Training
18. Identify and help drive opportunities to optimise and improve support processes, workflows, and methodologies.
19. Propose and implement enhancements that enhance efficiency, reduce response times, and enhance overall customer experience.
20. Participating in support-related activities and handling non-premier activities as required.

Requirements:

1. Min 3 years of relevant experience.
2. Experience in Server and Network configuration, maintenance and troubleshooting.
3. Experience working with Windows as well as knowledge of Virtualization Technologies.
4. Strong communication and interpersonal skills
5. Azure, End Point Administrator and/or CCNA certifications will be considered an Asset.

About Alludo

Alludo is a beloved and trusted industry titan fueled by make-everything-easier flexibility. With a 30+ year legacy of innovation, we understand where you've been and we're uniquely equipped to get you where you want to be. Our comprehensive collection of creative, collaborative, and productivity solutions propel your teams on their journey. From meeting your deadlines to realizing your dreams, Alludo empowers all you do.

Our products enable millions of connected knowledge workers around the world to do great work faster. Our success is driven by an unwavering commitment to deliver a broad portfolio of innovative applications – including CorelDRAW®, MindManager®, Parallels®, and WinZip® – to inspire users and help them achieve their goals.

It is our policy and practice to offer equal employment opportunities to all qualified applicants and employees without regard to race, color, age, religion, national origin, sex, political affiliation, sexual orientation, marital status, disability, veteran status, genetics, or any other protected characteristic.

Alludo is committed to an inclusive, barrier-free recruitment and selection process and work environment. If you are contacted for a job opportunity, please advise us of any accommodations that are required. Appropriate accommodations will be provided upon request as required by Federal and Provincial regulations and Company Policy. Any information received relating to accommodations will be treated as confidential.