Field Support Account Specialist

Anywhere, Inc   •  

Dallas, TX

Industry: Hospitality & Recreation


8 - 10 years

Posted 46 days ago

The Responsibilities Of The Candidate Also Include The Following
• As required, the candidate will work with the customer to perform architectural and process health checks of development, test, and or/production infrastructures. This will include identifying and documenting proposed optimizations and best practices to support maximum availability as well as scaling of the infrastructure.
• As required, the Support Account Manager will provide onsite onboarding services in conjunction with the remote onboarding team.
• Meet regularly with the customer internal support teams to review joint support performance statistics
• Ensure appropriate delivery of ongoing training of customer internal support personnel.
• Manage a joint technical support continuous improvement initiative with the customer teams. Use support statistics to identify current focus areas. Perform RCA’s, identify preventative/improvement measures, implement corrective initiatives, and measure results.
• Act as the key interface to the customer relative to all support/environment-related escalations
• Ensure that customers are able to scale seamlessly and rapidly with minimal issues.
• Work on key critical issues on site at the customer location along with customer personnel and remote Automation Anywhere Support engineers to reproduce issues and gather data as needed. .
• Keep on top of all key customer tickets, understanding their priority and business impact and communicating this to the Technical Support and Customer Success teams
• Plans and oversees enterprise-level support activities for company products and services for a designated group of clients.
• Develops client relationships and understanding of client business and product installations to identify support needs and drive use of proactive support mechanisms to maximize customer success and delight.
• Acts as single point of client contact to coordinate resolution of incidents and escalation of technical support issues.
• Provides pro-active communication to help customers avoid product or security issues within their environment.
• Works closely with assigned Customer Success Managers to drive customer satisfaction and delight, as well as to identify opportunities for growth in the client environment.
• Proactively manages technical issues according to the customer 's business priorities to avoid business critical situations
• Design and develop support account management strategy documents based on customer analysis and assessment.
• Coordinate or assist onsite/remote technical resources to work toward resolution of issues with major upgrades or implementations
• Review Automation Anywhere support policies and guidelines with the customer, including service levels and escalation procedures.
• Set up conference calls with the customer based upon their needs by location or product to track on-going support activity.
• Build credibility through action and responsiveness resulting in the perception that no matter what the issue, you are the customer’s go to champion within Automation Anywhere with regard to any support related issues.
• Participate in regularly scheduled conference calls and onsite meetings to ensure the continual flow of information with timely updates on all open issues and on-going support projects
• Facilitate weekly summary status reports; monthly or quarterly support reviews and detailed review of root cause analysis findings when applicable
• Manage, document and report on performance against service level agreements (SLA's) and where SLA's are not being met, document and oversee an action plan that will result in meeting and exceeding those commitments routinely
• Review open incidents and problems communicating proper priority and direction to responsible Automation Anywhere teams to ensure a timely customer satisfying result
• Understand and explain the Automation Anywhere application, features and benefits as it relates to customer needs
• Identify and address customers critical technical issues (escalations) and non-technical issues and coordinate necessary support activities. Working along with other Support personnel, this may include troubleshooting and solving escalated customer issues directly with the appropriate engineering teams within Automation Anywhere, as well as 3rd party vendors for multi-vendor issues.
• Monitor all customer open tickets during business hours, and critical open tickets as needed outside of business hours.
• Prepare periodic and custom reports.
• Produce high quality, well structured environment assessment documents as necessary, including software and hardware release planning, upgrade planning and bug risk analysis.
• Monitor customers systems to identify potential problems and trends, and subsequently make the necessary recommendations to resolve them to ensure optimal performance of these systems.
• Ensure that all recommended Best Practices are adhered to in order to maximize system performance, uptime and scalability.
• Notify customer of new product fixes, field/product alerts, including customer specific analyses and recommendations.
• Help educate the customer as needed on the various knowledge base articles and help them understand their Automation Anywhere products better.
• Compile and deliver root cause analyses on either product or process breakdowns as required.
• Represent Automation Anywhere in support meetings with customers on a regular basis.
• Manage special projects as assigned by management to meet customer and cross-functional team needs.

The successful candidate will thrive on customer interaction and possess excellent verbal and written communication skills as well as outstanding Windows client/server enterprise environment troubleshooting skills. The successful candidate will also have experience in one or more customer facing roles attaining trusted advisor relationships. The candidate should also be a creative problem solver who enjoys working on challenging issues, is comfortably handling customer escalations, enjoys getting their hands dirty when necessary, and is in interested in continuously learning new technologies and protocols.
Technical Skills
• BS/MS in Computer Science or other technical field
• Knowledge in applying best practices of software support methodologies and metrics.
• Working knowledge of incident, problem and release management process and procedures, including the ability to follow standard support principles and practices.
• Excellent communication (both written and verbal), organization, time management, and leadership skills
• Comfortable interacting with all levels of management
• Ability to work well with a variety of customer roles and management levels (e.g. IT engineers, developers, IT managers and Business owners personnel), engaging with them at the appropriate technical level.
• Strong English verbal, written and presentation fluency required; Latin American Spanish, Brazilian Portuguese and/or Canadian French fluency a plus Strong experience evaluating, specifying, and troubleshooting large enterprise Windows Client/Server architectures including network components (firewalls, switches), load balancers, different data bases, and virtual environments. Should include a strong emphasis on deployment planning, troubleshooting, upgrading, integration, and maintenance of client/server operations. Also, should include the ability to take a creative approach to problem solving, including troubleshooting and workaround identification.
• Experience in management of large enterprise customers including of technical projects requiring coordination of various resources for successful outcomes.
• The types of tasks this individual is responsible are a mix of structured and unstructured tasks. This individual will apply attained experiences and knowledge in solving routine to moderately complex problems.
• A high degree of technical acumen enabling the understanding and tracking highly technical topics and scenarios.
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
• Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer
• Experience dealing with technical end-users in support roles
• Good knowledge of Java and .Net
• 8+ years’ experience in technical customer-facing role such as a Technical Account Manager, Sales Engineer or Professional Services consultant/architect. Of those three years must be experience in relationship or customer management in a technical environment with named or dedicated accounts
• Extensive enterprise Microsoft Server and Windows environment troubleshooting (MCSE a plus)
• Demonstrated analysis and problem-solving expertise
• Experience/knowledge of Networking - practical application of technologies, protocols, and related standards including TCP/IP, HTTP, HTTPS, XML, LAN, WAN, Routers.
• Knowledge of Active Directory, Load Balancers and various databases preferred
• Citrix XenApp and Xendesktop experience (CCEA a plus)
• VMware View experience (VCP a plus)
• Cisco Networking Experience (CCNA a plus)
• Carry a cell phone 24x7 for after hours on-call support for critical issues for assigned customers.
• Duties will require extensive travel, at times 80%+, both domestically as well as on occasion to Canada, Central, and South America.