Technical Account Manager - Secure


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Overview


Utilize your superior account management skills and experience providing expert-level technical support to coordinate overall escalation management and technical solutions.

Responsibilities


  • Utilize technical account management and problem-solving skills to isolate mission-critical issues; coordinate with various groups within Esri to connect customers with appropriate staff
  • Function as the customer-facing representative for Esri’s Secure Support Program
  • Develop action plans and provide ongoing customer management with the goal of expediting resolution times
  • Function as technical liaison to Professional Services, product teams, and regional offices to provide business intelligence to various groups within Esri
  • Initiate ownership and troubleshooting of customer reported technical issues within a secure environment
  • Work with the escalation management team to monitor the progress of hot fix requests related to Secure Support customers and partners
  • Provide Secure Support customers and partners with proactive information such as weekly status reports on support cases and participation in conference calls
  • Perform on-site technical support when remote technical support is not possible
  • Focus on building long-lasting professional relationships with customers and be familiar with client architecture, infrastructure, and business goals
  • Acquire and retain a fundamental technical proficiency with Esri core technology
  • Leverage personal technical expertise to work collaboratively with analysts, customers, and other teams to resolve technical challenges

Requirements


  • Ability to grow and maintain a technical understanding of at least one Esri core technology
  • Superior account management skills and demonstrated professional experience providing expert-level technical support
  • Ability to understand critical nature of customer cases and be their advocate within Esri support
  • Demonstrate excellent presentation skills to internal and external senior management staff
  • Exceptional written and verbal communication skills in high pressure situations
  • Ability to multi-task and prioritize job requirements
  • Strong organizational skills
  • Ability to travel up to 25% of time
  • US citizenship with the ability and willingness to obtain a security clearance
  • Bachelor’s in geography, business, computer science, or a related field or equivalent work experience, depending on position level

Recommended Qualifications


  • 2+ years of in-depth knowledge and experience with Esri technology with a focus on ArcGIS Online, ArcGIS Pro, or ArcGIS Enterprise
  • 2+ years of experience in customer care, customer support, or a related field
  • 2+ years of experience with escalation and account management and working with Product Development, Sales, and Professional Services

About Esri


Our passion for improving quality of life through geography is at the heart of everything we do. Esri’s geographic information system (GIS) technology inspires and enables governments, universities, and businesses worldwide to save money, lives, and our environment through a deeper understanding of the changing world around them.

Carefully managed growth and zero debt give Esri stability that is uncommon in today's volatile business world. Privately held, we offer exceptional benefits, competitive salaries, 401(k) and profit-sharing programs, opportunities for personal and professional growth, and much more.

Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

If you need a reasonable accommodation for any part of the employment process, please email askcareers@esri.com and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

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