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ABOUT OPENSPAN OpenSpan, Inc. is a leading provider of application integration and automation software for the enterprise. OpenSpan enables Global 2000 enterprises to dramatically improve productivity of their employees by providing a simplified way in which to integrate data between applications, build automations to replace manual tasks, extend functionality of existing legacy applications, and build new composite applications that provide a single dashboard interface that spans multiple applications.
OPENSPAN SERVICES
As a software company targeting the Global 2000, the importance of ensuring that OpenSpan has successful and lasting relationships with our customers goes far beyond producing great software - the importance of high quality project management, consulting and training services in both pre- and post-sales phases of our customer engagements cannot be understated.
OPENSPAN TECHNICAL ACCOUNT MANAGER
OpenSpan is seeking an experienced Technical Account Manager capable of taking technical ownership of an assigned customer account. The Technical Account Manager manages relationships and technical interactions on an ongoing basis. The Technical Account Manager offers their expertise to clients in order to maximize the clients’ use of OpenSpan product offerings. Responsibilities Include: - Serve as a central point of contact for all operational conversations, questions, and issues that arise regarding assigned client. This requires knowledge in the following specific areas: OpenSpan product offerings, client business goals, processes, and technical support.
- Establish and maintain healthy, mutually benefical working relationships with client contacts, including appropriately setting and meeting client expectations.
- Provide proactive and reactive communications with the customer regarding all technical issues with the OpenSpan product offerings and will act on the customers behalf during the escalation of OpenSpan product issues. Some examples: 1. Technical Issues, 2. Product releases, 3. Training, 4. OpenSpan product best practices.
- Assist with architecture, design, development, integration, rollout, support and optimization of the OpenSpan platform.
- Ensure the client technical support issues are handled effectively.
- Proactively ensure that the client daily experience with OpenSpan is positive and anticipate and respond to the client technical needs accordingly.
- Demostrates a strong working knowledge of the OpenSpan product offerings, current support policies and procedures and methods of support delivery in order to provide technically accurate solutions to assigned clients.
- Partner with the OpenSpan Sales team regarding potential new business / up-sell / cross – sell opportunities.
- May provide on call support for after-hours client emergencies.
Note that travel may be minimal as the Technical Account Manager may be based in the same city as the assigned OpenSpan customers.
Required Skills and Experience:
Functional Skills - Demostrated power use of OpenSpan product offerings
- Possess a general understanding in the areas of application programming, database and system design
- Understand Internet, Intranet, Extranet and client/server architectures
- Set and manage client expectations
People Skills - Motivates assigned client teams to work together in an efficient manner
- Can communicate effectively at all levels in Global 2000 organizations, from CXO through to junior developers
- Ability to listen to client issues, recommend appropriate solutions or seek out the appropriate resource so a resolution can be obtained quickly and efficiently.
- Ability to mentor assigned customer and OpenSpan development resources in the use of OpenSpan technologies and OpenSpan technologies best practices
- Continually seeks opportunities to increase customer satisfaction and deepen client relationships
Technical Skills
- Experience in implementing large projects leveraging the following technologies will be highly regarded:
- CRM systems (e.g. Siebel, Microsoft CRM, Salesforce.com)
- Microsoft .NET
- Java Enterprise Edition (J2EE)
- Enterprise BPM
Motivation- Self-starter understands implicitly the requirements of the role and steps in to fill gaps
- Be challenged by obstacles; a good problem-solver
- Ability to thrive in a growth environment with limited process and infrastructure currently in place
- Constant change is the norm, flexibility is key
- Must be able to juggle multiple tasks and function well under pressure
- Non-standard work hours and extended travel acceptable
Education
- BS degree in a technical discipline required
- Masters degree preferred
- Two years experience working with the OpenSpan product set strongly preferred.
OpenSpan offers a casual, yet professional workplace, a competitive salary and benefits plan, and is centrally-located in a desirable North Atlanta location. If you would like to be considered for this position, please forward your resume to careers@openspan.com. |
