Technical Account Manager

Company Description

insightsoftware is a leading provider of reporting, analytics, and performance management solutions. Over 30,000 organizations worldwide rely on us to support business needs in the areas of accounting, finance, operations, supply chain, tax, budgeting, planning, HR, and disclosure management. We enable the Office of the CFO to connect to and make sense of their data in real time so they can proactively drive greater financial intelligence across their organization. Our best-in-class solutions provide customers with increased productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.

Job Description

We are looking for a qualified Technical Account Manager to oversee and address our customers’ technical needs. You will provide accurate technical service before and after the point of sale, ensuring customer satisfaction. As a Technical Account Manager, you should be a tech-savvy professional, able to explain technical details and requirements to a non-technical and executive audience. As a Technical Account Manager, you will get your hands dirty troubleshooting applications, network, database, cloud, and architectural challenges using a suite of tools and your existing knowledge. Working with senior executives and technical leadership, you will capitalize on opportunities to improve the customers’ IT landscape. In this role, you should be result-driven and aspire to achieve specific goals while acting as the voice of the customer within insightsoftware to appropriately escalate issues and drive prioritization of business mission-critical needs for our customers.

Responsibilities:

• Provide technical project management assistance for customers to support insightsoftware's Equity Plan Solutions
• Engage and collaborate with Directors and C-Level executives to understand business and mission needs and advocate for those needs within insightsoftware (be their voice)
• Advise and interact with internal DevOps, CloudOps, Cloud Support, Professional Services, and Customer Support Teams to strategically scope technology solutions for optimal implementations and maintenance of customer's Equity Plan Solutions
• Ensure readiness and coordination for product, infrastructure, and operating system releases and uplifts.
• Participate in architectural discussions to ensure solutions are designed for successful cloud deployments
• Assist in design/architecture of cloud, hybrid cloud, and infrastructure solutions
• Leverage knowledge of customer environments to assist support engineers and service teams in better serving customers
• Work hands-on with customer teams to identify, debug, and mitigate technical, infrastructure, and application issues
• Troubleshoot technical issues and drive issue escalation with appropriate teams including Microsoft Azure teams as required
• Deliver detailed root cause analysis and reviews of service disruptions, metrics, and detailed prelaunch planning
• Analyze and present periodic reviews of operational performance to customer and internal leadership teams
• Help define optimal IT business processes for cloud deployments
• Make recommendations on how new insightsoftware offerings fit in the customer’s architecture
• Participate in customer requested meetings remotely (online) or on-site
• Participate in security assessments and security assessment remediation planning
• Know and use all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns
• Maintain strict confidentiality
• Be mobile and travel to client locations as needed

Qualifications

• 5+ years IT/Technical industry experience
• Experience with cloud service offerings (AWS, Microsoft Azure, etc.)
• Experience working directly with enterprise customers preferred
• Experience managing multiple tasks and projects in a fast-moving environment
• Experience managing SOC 2 Type 2 environments and working within strict regulatory compliance requirements
• Demonstrated ability to adapt to new technologies and learn quickly
• Strong written communication skills; this role will require the creation of content such as whitepapers and other written deliverables
• High level of comfort communicating effectively across internal and external organizations
• Equity management skills preferred
• Previous customer facing experience as a technical lead
• Exceptional customer focus and bias for action
• Presentation skills; high degree of comfort with both large and small audiences
• Computer Science or Math background highly desired; working knowledge of software development practices and technologies highly desire

Additional Information

All your information will be kept confidential according to EEO guidelines.

** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the stated work location. **

** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **

Learn more about our high-energy, high-performance global team. Work With Us »

insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com)

Background checks are required for employment with insightsoftware, where permitted by country, state/province.

At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.