Technical Account Manager

SOTI soti.net Open · verified Oct 4, 2026

2 Locations Full-time Manager Account Management

At a glance

Mid-level Account Management role at SOTI. 2 Locations · full-time.

Pay not stated

RoleAccount Management

SeniorityManager

Location2 Locations

EmploymentFull-time

PostedSep 23, 2026 · 11d ago

Role brief

growthroles summary, based on the employer's posting.

What you'll do

Build trusted relationships with enterprise customers supporting fleets of up to roughly five thousand licensed devices
Guide customer onboarding, including administrator setup, TAM contact processes, case creation, and recurring calls
Run quarterly business reviews, share available roadmap information, and provide technical guidance on potential disruptions
Coordinate priority-one root-cause investigations and communicate corrective information that helps prevent repeat incidents
Lead discovery, requirements, work-order documentation, knowledge-base updates, and service-progress tracking for customer engagements

What you bring

At least four years in advanced technical work such as implementation, technical support, or solutions architecture
Post-sale or professional-services experience advocating for customers in complex IT environments
Working knowledge of Android, Apple, and Windows systems, networking, Windows Server administration, and MS SQL
Strong English communication, technical documentation, analytical problem-solving, and relationship-management skills
Ability to train varied audiences on SOTI software while handling competing priorities with limited supervision

Who this fits

You’ll suit a technically oriented customer-facing role that combines enterprise relationship management, troubleshooting, onboarding, professional-services discovery, and documentation. You should be comfortable explaining complex subjects to different audiences and working with SOTI MobiControl plus another SOTI One Platform product. Hindi is a preferred additional language, and the role includes helping new hires as a buddy.

From the employer

SOTI is committed to providing its employees with endless possibilities; learning new things, working with the latest technologies and making a difference in the world.

SOTI does not charge any fees at any stage of the recruitment process. You can verify the authenticity of any SOTI job opportunities by visiting SOTI Careers. SOTI shall not be liable for any fraudulent recruitment activities carried out by unauthorized individuals or organizations.

Key Responsibilities

Responsible for developing and maintaining a strong relationship with Enterprise customers (up to an approximate licence device count of 5,000)
Responsible for developing and maintaining SME-level knowledge for SOTI MobiControl and learning 1 additional SOTI One Platform product to support Enterprise Customers.
Should on-board Enterprise customers presenting benefits and how to access them, establishing processes for contacting TAM, setting up Administrator, raising cases and setting up regular cadence call.
Deliver Quarterly Business Reviews including product roadmap (when available) in accordance with customer's requirements.
Provide ad-hoc technical consultancy, advice and guidance using product and general technical expertise, including the timely communication of potential issues that may cause disruption
Regularly attend TAM/Support sync meetings to assist and contribute towards the timely resolution/escalation of your customer's support cases.
Oversee and manage any customer-requested Root Cause Analysis (RCA's) for Priority 1 Cases, maintaining responsibility for the delivery of information back to the customer preventing future reoccurrence.
Create and maintain Business Profile containing personalised network diagrams, details on the setup and configuration of SOTI One Platform products, specific business use cases that improve understanding and potential for QA prior to assisted or paid upgrades.
Contribute towards the creation of Webinars on a range of topics to benefit Premium and Enterprise customers, ensuring the sharing of accurate and up to date information designed to provide real business value.
Undertake Discovery Calls for your Enterprise customers to deliver paid Work Orders, or free PS Hours (if applicable) for all Professional Services SKU's.
Hold requirement gathering sessions with customers and provide feedback to the back-end software development team to assist in any product fixes, enhancements etc.
Contribute towards the development and maintenance (or review/approval) of documentation to support the services delivered by SOTI Enterprise and Professional Services,
Accurately document all initial and sign-off communication to organise Work Orders. Record progress against delivery of service within Work Order, including the amount of time spent on each service delivered for your Enterprise customers.
Create and maintain Knowledge base documents that may be generated through errors or testing encountered, troubleshooting and research on known issues, as a result of SRT or advised by customer and raised as JIRA (confirmed by Development)
Take opportunities to become a buddy to help oversee and assist new hires adjust to life in Enterprise and Professional Services.
Complete necessary SRT Manifest Testing for responsible SOTI One Platform products, attending SME meetings held by Product Managers to provide relevant feedback.

Qualifications

Minimum 4+ years in advanced technical positions (implementation specialist, technical support, solutions architect), direct customer advocacy and engagement experience in post-sales or professional services functions and working in a complex IT environment
Strong interest in mobility, solid understanding of leading and emerging mobile technologies along with working knowledge of Android, Apple & Windows Operating Systems
Excellent problem solving, problem resolution & analytical skills
A quick learner with the ability to comprehend and explain complex technical concepts to a variety of audiences
Solid communication skills along with the ability to build and manage relationships with large enterprises
Experience in technical documentation
Ability to multitask and balance competing requirements
Ability to train a variety of audiences on the use of SOTI software (in person or remotely)
Excellent English verbal and written communication skills and fluency in any other languages (Hindi preferred) are a plus
Proactive and ability to work with minimal direct supervision
Robust understanding of Networking concepts and principles (incl. TCP/IP, certificates, SSL/TLS, firewalls & routing)
Windows Server administration (LDAP/AD, services & troubleshooting)
Proficiency in MS SQL for data retrieval, filtering, and basic aggregations.

SOTI does not charge any fees at any stage of the recruitment process. You can verify the authenticity of any SOTI job opportunities by visiting SOTI Careers.

SOTI shall not be liable for any fraudulent recruitment activities carried out by unauthorized individuals or organizations.