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Technical Account Manager

Technical Account Manager
Company:

Moogsoft


Details of the offer

Moogsoft is the creator of Moogsoft AIOps - a next-generation approach to IT Operations and Analytics driven
by real-time machine learning. Moogsoft helps customers deliver consistently excellent customer experiences,
regardless of the underlying complexity or dynamic nature of the supporting infrastructure.

We are seeking an experienced individual with customer-facing experience and a background in incident
management, ITOM/AIOps and APM/Observability solutions such as Splunk, BMC, CA Broadcom, BigPanda,
ServiceNow Looms, IBM NOI, AppDynamics, NewRelic, Datadog, and Wavefront. Some familiarity with these
solutions is a must. However, our priority is providing fantastic customer experiences - if you have empathy,
are willing to go above and beyond to meet our customers’ needs, and are eager to learn, we can teach you
the rest.

Moogsoft Technical Account Managers are customer advocates and trusted advisors who align themselves
with the stakeholders of their assigned customers. They combine experience, knowledge, and skill to guide
their customers in Moogsoft best practices, overcoming challenges, and ensuring customers meet their
business goals and obtain maximum value from their Moogsoft investment. This role is a combination of
reactive customer support and proactive customer success - you will provide thorough, timely responses to
inbound customer queries, but also reach out to our customers to drive engagement and ensure they are
unlocking as much value as possible from their investment in Moogsoft.

You will be part of a high performing Customer Success team who work and collaborate remotely to provide
expert guidance and consulting to ensure successful adoption, expansion, and retention of our global
customers. You are passionate about providing expert advice and guiding your customers through successful
adoption. The ideal candidate is a self-motivated, continual learner with a proven track record operating
successfully in a fast-paced, evolving, customer-facing environment. You will be able to take a consultative
approach – gaining an understanding of our customers’ needs and the “why” behind their questions, then use
your deep product knowledge to think creatively about how Moogsoft can be leveraged to solve those needs.

This position is 100% remote (US based).
You will

Own the customer journey – developing success plans and guiding your customers to adopt, expand, and ultimately renew
Provide quality, responsive customer support
Ensure our customers are regularly engaged with Moogsoft's platform
Drive a data first understanding of customer health
Understand our customer's' needs and help them effectively leverage our solutions to meet those needs
Develop dee knowledge of Moogsoft product and become the product Subject Matter Expert for the growing Customer Success team
Learn about each of our customers' problems and how they're utilizing Moogsoft to solve those problems
Maintain accurate and timely data in Moogsoft systems to track critical customer data about accounts assigned to you
Provide process and product adoption advisory for customers in support of pre-sales, post-sales, and renewal processes
Mentor and train customer’s technical & process champions
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
Develop and expand excellent technical knowledge of Moogsoft products
Lead and/or participate in discovery sessions with customers, pre-sales engineers, and other Moogsoft teams to understand the customer's business objectives and system requirements
Provide consultative guidance to customers to help them understand and achieve rapid time to value from their Moogsoft solution
Work with Moogsoft engineering and professional services to design the solution that best meets the customers requirements
Provide expert guidance and adoption services
Work remotely with customers, both individually and in teams
Work with C-level executives and their leadership team ensuring customer satisfaction and retention
Present and articulate advanced product features, benefits, and overall product solutions
Travel/visit customers on-site as needed
You have/are

The following skills: Problem solving and resolution, expectation setting, Strong communicator (listening & seeking to understand), level headedness, technical knowledge, empathy, grit (tenacity)
3+ years of experience or a technical degree - B.S. in Computer Science or a related field
Experience interfacing with customers with a focus on business services management and business outcomes
Experience leading workshops to discover and document business processes and workflows
A focus on business services management and business outcomes
The ability to assist customers during their process transformation/improvement to support our AIOps model
Extensive ITOM/AIOps and APM/Observability domain knowledge
Experience configuring and/or integrating with ITSM solutions such as BMC Remedy, ServiceNow, Cherwell, and CA
Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base
Strong written and verbal communication skills
Strong presentation skills and can communicate professionally in written responses to emails, customer
interactions, and when submitting reports
Organized and analytical, able to eliminate obstacles through creative and adaptive approaches
The ability and desire to learn new technologies
Benefits

Competitive salary and generous equity
Flexible vacation policy
Health benefits (U.S. only)
401k (U.S.)
Flexible hours
Paid parental leave
A fun, casual work environment
We know theconfidence gapandimposter syndromecan get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you!

Moogsoft is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination and harassment against employees, applicants for employment, individuals providing services in the workplace pursuant to a contract, unpaid interns and volunteers based on their actual or perceived: race, religious creed, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status (including registered domestic partnership status), sex and gender identity and gender expression (including transgender individuals who are transitioning, have transitioned, or perceived to be transitioning to the gender with which they identify), age (40 and over), sexual orientation, Civil Air Patrol status, military and veteran status and any other consideration protected by federal, state or local law (collectively referred to as "protected characteristics").

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Source: Lever_Co

Job Function:

Requirements

Technical Account Manager
Company:

Moogsoft


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