Technical Account Manager – BEX/NSB
Reporting To: Manager, Software Services

Key Responsibilities
This position supports Syncsort’s Data Protection product line, including BEX and NSB products. A Technical Account Manager is the first and single point of contact for the assigned customers, maintains the customer relationship and account Lifecycle management, establishes and maintains the technical and personal relationships with the customers that cross beyond resolving support Service Requests, manages the customer environment through full understanding of the deployed hardware and software and merges/links issues by differentiating generic issues from critical defects which might impact overall enterprise operation.

The key responsibilities of the Technical Account Manager include:

• Active role in account retention and growth
• Maintain relationship with Named and Strategic customers by regular contacts including the site visits, to insure customer satisfaction and system reliability
• Maintain technical support revenue stream from largest customers
• Escalation with upper management on critical relationship and product related issues
• Advocate large customer needs such as fixes, patches and features
• Assist other engineers in the management of Service Requests dealing with sensitive customers especially to ensure timely response
• Maintain documentation detailing customer relationship status
• Participate in customer events and forums to represent Platinum Support

Activities

• Handle and resolve effectively all daily support requests for assigned accounts
• Troubleshoot third-party hardware and software issues as they relate to BEX/NSB
• Proactive in suggesting issue resolution and best practices
• Suggesting architecture and design for optimal operations and growth
• Manage upgrades and migrations
• Devise scripting and operation automation
• Travel on-site to engage in installation, upgrade and Disaster Recovery activities
• Develop custom product training and cookbooks
• Remote customer enterprise administration to assist optimal operation
• Perform informal QA and testing on behalf of the customer’s specific environments
• Special projects such as account management for non-platinum customers; evaluating new software
• Advising customers on configuration/architecture issues
• Simulated tests and issue reproduction to mimic customer environments

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Electrical Engineering, or other related technology disciplines. Candidates with other degrees will be considered if they are able to demonstrate sufficient technical proficiency and expertise. Advanced degree preferred
• At least 8 years of practical, hands-on work and customer facing experience in information technology is desirable
• Prior experience in customer support roles is highly advantageous, especially if in a competitive Data Protection company
• Strong analytical skills regarding technical and project management issues

Relevant Experience

• Enterprise class data protection & other storage management software
• LANs/WANs, clusters, Storage area networks, SCSI interfaces, storage devices (disk, tape, filers, libraries, RAID)
• Systems support for: Windows, UNIX/Linux, Novell Netware and Novell Open Enterprise Server
• Exchange, SQL Server, Oracle, Share Point, NetApp experience highly desired
• Virtualization technologies (VMware)

About Syncsort

Syncsort is a global software company that helps the world’s most successful organizations rethink the economics of data. Syncsort provides extreme data performance and rapid time to value through easy to use data integration and data protection solutions. With over 12,000 deployments, Syncsort has transformed decision making and delivered more profitable results to thousands of customers worldwide. For more information visit: www.syncsort.com.