Senior Technical Account Manager

<p>Work close to home in Burlington AND make a mark in Big Data. This is a chance to be part of a rapidly scaling company where you can work with enterprise clients and grow your career.</p>

Burlington, Ontario

Adlib Software

<p>Since the company's inception in 1998, Adlib's products have been designed to adapt to the unique requirements of our customers in highly regulated industries who are dealing with large volumes of content. As our name "Adlib" suggests, we evolve and adapt to the industry as those requirements become more and more complex. Although we have grown considerably, our philosophy remains the same: to help our 5,500+ customers manage their unstructured content.</p> <p>As the global leader in Advanced Rendering technology, Adlib helps organizations in the Energy, Life Sciences,&nbsp;Insurance, and Banking sectors, among others, enhance content-centric processes by unlocking the value in unstructured content. Integrating with key business tools, Adlib&rsquo;s platform improves data extraction, classification, compliance, customer experience, collaboration and the long-term digital preservation of critical business information.</p>

keywords: who we are,what we do,who you are,what's in it for you,technical support,relationship building,knowledge sharing,the “adlib” customer experience,the education,the experience,the communication strengths,the customer-focused mindset,the technical knowledge,the extras

Mid Level

Overview: <div id="resumator-content-top-wrapper" class="resumator-jobs-text clrfix"> <div id="resumator-job-overview" class="resumator-jobs-text clrfix"> <h2 id="resumator-job-employment" class="resumator-jobs-text"><strong>Type: </strong>Full Time</h2> <h2 id="resumator-job-experience" class="resumator-jobs-text"><strong>Min. Experience: </strong>Mid Level</h2> </div> </div> <div id="resumator-content-left-wrapper" class="resumator-jobs-text clrfix"> <div id="resumator-content-left" class="resumator-jobs-text"> <div id="resumator-job-description" class="resumator-jobs-text clrfix"> <p><strong>Who we are</strong></p> <p>At Adlib, we are redefining how the world manages and leverages unstructured data. As the global leader in Information Management technology, Adlib helps organizations in the Energy, Life Sciences, Insurance and Banking sectors, among others, enhance content-centric processes by unlocking the value in unstructured data.</p> <p>More than 5,500 organizations leverage Adlib technology worldwide. We help them to save millions of dollars each year by automating critical business processes and empower them to make intelligent business decisions by leveraging their organizational content.</p> <p><strong>Adlib is looking for a Senior Technical Account Manager to join our team!</strong></p> <p>You are equally customer focused as you are technology-focused. You are a critical thinking problem solver and a genuine relationship builder. Adaptable, persistent and empathetic, you find professional satisfaction probing beyond the obvious and getting to the root of the issue. Your strengths include the ability to thrive in an autonomous role, managing your time and your tasks while contributing to the team and assisting other members. You want to be part of a rapidly scaling company, making a mark in Big Data. You want to be challenged and excited to come into work close to home in Burlington, Ontario every day. You want to be part of a company where you believe in the value of the product and where you can grow your career as part of the Customer Success team - or beyond.</p> </div> </div> </div>
Responsibilities: <p><strong>Our new Senior Technical Account Manager will focus on:</strong></p> <ul> <li>Customer advocacy. You will provide third-line support through phone, email and in-person communications with clients, travelling up to 40%. You will diagnose and resolve advanced customer issues related to the licensing, configuration and use of Adlib products, providing support outside standard business hours on a rotational basis. You will go beyond reactive support to develop procedures and tools necessary to facilitate monitoring of customer systems to identify problems before they become critical. You will identify new opportunities for sales/services and provide lead information.</li> </ul> <ul> <li>Relationship building. You will work closely with internal team members and external stakeholders to manage the resolution of cases from start to finish within accepted service levels. You will proactively communicate with the client and closely follow-up on issues to ensure a transparent and efficient line of communication with the customer. You will escalate when needed and manage customer expectations.</li> </ul> <ul> <li>Knowledge sharing. You will develop and maintain in-depth, current working and conceptual knowledge of Adlib products. You will replicate issues, document solutions and track customer communications within Adlib's CRM tool.You will contribute to self-help resources including knowledge base, user forum, training materials. You will deliver product training to Adlib customers.</li> </ul> <p>The &ldquo;Adlib&rdquo; customer experience. You will ensure we are continuously meeting and exceeding customer expectations.</p>
Requirements: <div id="resumator-job-description" class="resumator-jobs-text clrfix"> <p><strong>Our new Senior Technical Account Manager has:</strong></p> <ul> <li>The education.&nbsp;A diploma or degree in Computer Science.</li> <li>The experience. 5+ years hands-on experience in a customer support environment working with senior level management contacts.</li> <li>The communication strengths. Outstanding verbal, presentation, interpersonal and written skills. Ability to build relationships and communicate effectively across all levels of an organization both internally and externally.</li> <li>The customer-focused mindset. A willingness to do-whatever-it-takes and go the extra step. Expertise in conflict resolution and escalations.</li> <li>The technical knowledge. You have experience in software implementation, configuration and troubleshooting: <ul> <li>Server Technologies and Applications such as Web Services and IIS</li> <li>Microsoft Office Suite Products</li> <li>Windows Server Operating Systems</li> <li>General programming logic and code execution</li> <li>Software development or QA environments</li> <li>Database administration or MS SQL Server programming</li> <li>One or more of: Unicode, MSMQ, Windows printing, SOAP, DB normalization, Windows services, firewalls, source control, image file formats, web technologies such as XML, HTML, CSS</li> <li>Any of the following experience would be an asset: PDF technology, VBS, Powershell, batch file programming, shell scripting, C#, C++ and Java</li> </ul> </li> </ul> <p><strong>Our company</strong></p> <p>Adlib's headquarters are located in Burlington, Ontario. As a company, we care about employee health and wellness and develop programs that align to achieving personal and professional satisfaction. We are also passionate about our community and participate in many local charitable events.</p> <p>At Adlib we have a number of employee programs and benefits that drive our culture and values including but not limited to:</p> <ul> <li>Fitness reimbursement</li> <li>RRSP matching</li> <li>No limit vacation</li> <li>Extended maternity and paternity leave</li> <li>Employee assistance programs and much more</li> </ul> <p>To learn more about this role, please express your interest here or follow us on <a href="">Twitter</a>, <a href="">Facebook</a> or <a href="">LinkedIn</a> for future opportunities.</p> <p>Adlib seeks to inspire and nurture the human spirit &ndash; we understand that each person brings a distinct life experience to the table. Embracing diversity not only enhances our work culture but drives business success. Adlib encourages applications from everybody, regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.</p> </div> <div id="resumator-job-button-email" class="resumator-jobs-text clrfix">&nbsp;</div>