Technical Account Manager

3 weeks ago

Aiken, South Carolina, United States Ideagen Full time

Role Purpose:

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick.

So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better.

Every day millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.

Ideagen believe that by recruiting diverse and talented individuals, we create an inclusive community for all. We are committed to empowering all colleagues to maximise their potential and express their unique characteristics, experience, and knowledge to achieve their ambitions.

Ideagen is seeking a Technical Account Manager to service an existing Ideagen DevonWay product client in the Aiken, South Carolina area. The Technical Account Manager will provide consultative services to clients by educating and consulting with them on our product and will design, document, build, test, and support all or parts of mobile/desktop solutions using the DevonWay platform. By using the DevonWay platform, a Technical Account Manager can build applications without knowing specific programming languages like Java, but custom interfaces do often require basic programming knowledge. Technical Account Managers may occasionally also contribute project management duties and will loop in appropriate DevonWay sales staff as necessary to work with customers.

Responsibilities:
  • Represent Ideagen DevonWay in customer meetings, with all levels of management.
  • Provide guidance and feedback to the customer regarding business process automation, best practices, DevonWay capabilities, design options, and the pros and cons of each option.
  • Translate customer needs into detailed requirements based on best practices.
  • When appropriate, offer suggestions to expand the use of DevonWay to provide more value to the customer. This could be through the addition of new applications or by expanding the user base of existing applications.
  • Analyze customers' needs and suggest improvements.
  • Conduct training sessions, either over webinars or in-person, for deployed applications.
  • Manage the ticket queue consisting of support requests and incidents.

Application Development

  • Follow an agile methodology to design and configure applications based on user stories/tickets.
  • Learn and follow the DevonWay SQA process.
  • If necessary, plan for and manage the completion of data conversions, interfaces to third-party systems, and reference data loads.
  • Design, build, test, and deploy SSRS and/or Business Intelligence reports, and KPI's.

Technical

  • Perform incident troubleshooting and resolution.
  • Work closely with DevonWay internal teams, including Development, Operations, Products, and Support.
  • Implement improvements to customer applications.
Skills and Experience:
  • BS in science, engineering, MIS, or another technical field required.
  • Able to travel occasionally
  • Excellent verbal and written communication skills.
  • Customer-focused and comfortable communicating with customers, including executives.
  • Able to communicate technical concepts to a non-technical audience.
  • 1-3 years' experience as a Technical Account Manager, Business Analyst, or equivalent position.
  • Organized, with proven work/task management skills and the ability to consistently meet deadlines.
  • Calm under high-pressure situations, such as during an unplanned downtime.
  • First-rate problem-solving and troubleshooting skills
  • The ability to excel in a fast-paced environment.
  • Smart; analytical; able to understand abstract concepts.
  • The ability to connect business and technical requirements to deliver solutions.
  • Experience with SQL Server Reporting Services (SSRS) and REST

Behaviors

  • Adventurous - Drive, Planning & Execution
  • Ambitious - Flexibility & Resilience, Savvy Thinking
  • Community - Collaboration, Communication

#AikenSouthCarolina, #LI-Hybrid

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