Technical Account Manager

Job Description

Moogsoft is the creator of Moogsoft AIOps - a next generation approach to IT Operations and Analytics driven by real-time machine learning. Moogsoft AIOps helps Enterprises & Service Providers deliver consistently excellent customer experiences, regardless of the underlying complexity or dynamic nature of the supporting infrastructure. We are looking for a qualified Technical Account Manager to oversee our customers’ product delivery, adoption, and sustainability needs. You will provide accurate technical advisory service ensuring customer satisfaction and retention. As a Technical Account Manager, you should be a tech-savvy professional, able to explain technical details and requirements to both technical and non-technical audience, and provide consultative solutioning that leads to value-producing and sustained adoption of Moogsoft products. You should be results-driven and aspire to achieve specific goals. Ultimately, you should be able to provide technical, product and business knowledge to establish and strengthen customer relationships.

Responsibilities:

• Provide process and product adoption advisory for customers in support of pre-sales, post-sales and renewal processes;
• Analyze customer’s operational processes and work together with Moogsoft professional services organization to structure a product delivery plan that will address customer’s pain points and maximize Moogsoft’s products’ value;
• Be a customer’s advocate - analyze customers’ goals and suggest process changes, product upgrades, configuration, and provide an intake on product features;
• Mentor and train customer’s technical & process champions;
• Own the customer journey - report on customer’s short and long term goals, and how both Moogsoft professional services and customer’s stakeholders track against these goals;
• Participate, and prepare for Quarterly Business Reviews with customers;
• Provide Moogsoft product management and engineering teams with customers’ feedback to help identify friction points and new features;
• Continuously evolve best practices as pertain to technical product adoption and customer success;
• Maintain and expand working technical knowledge of Moogsoft products;
• Travel/visiting customers on-site is expected.

Requirements:

• Solid technical background with hands-on experience with systems monitoring products and operational processes at large enterprises or service providers – at least 5 yrs. of building, configuring, deploying or using/managing of such products and processes;
• Strong knowledge of ITSM processes - incident, change, request, knowledge and problem management, and working experience with leading software solutions in this domain (ServiceNow, BMC Remedy, CA ServiceDesk, HP Service Manager, and others);
• Strong technical and process problem-solving skills;
• Ability to flex between business and technical conversations while keeping the focus on business value;
• Self-starter attitude, able to eliminate obstacles through creative and adaptive approaches;
• Excellent presentation and written communications skills;
• Ability to communicate and influence across all levels of an organization – team managers, department leaders, company’s executives;
• Bachelor of Science degree;

Nice To Have:

• Understanding of DevOps and Agile methodologies;
• JavaScript/Unix & Linux shell scripting, RDBMS, Web Protocols, Cloud computing;
• Knowledge of computer networks, virtualization/containers, storage, database, and application architecture;
• Prior Pre-Sales or Post-Sales Engineer experience;
• Knowledge of machine learning algorithms;

Moogsoft Perks and Benefits:

• Unlimited vacation and sick day policy
• Competitive salary, 401(k) plan and equity to all employee
• Attractive benefits package including health and dental coverage
• Fully stocked kitchen and catered meals
• Opportunity for career development in a fast-paced, progressive company
• Team volunteering events and off-site outings
• Corporate sports teams – bring your A-game, we like to win!
• Game room equipped with ping pong, foosball and darts

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