Software Technical Account Manager

Software Technical Account Manager

BCforward is currently seeking a highly motivated Software Technical Account Manager for an opportunity in Remote

Position Title: Software Technical Account Manager

Location: Remote

Anticipated Start Date: 15th - April - 2024
Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration: 24 months contract to permanent

Job Type: [FULL TIME (>=30 HRS WEEKLY), [CONTRACT/TEMP TO HIRE/PERM], [Onsite]

Pay Range: $30/hr - $33/hr

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

Requirements:
Responsibilities:

1. Collaboration with R&D:
* Engage with R&D teams to gather insights into upcoming software releases, ensuring a deep understanding of new features, enhancements, and technical changes.
* Act as a liaison between the customer and R&D, conveying customer feedback, requirements, and expectations to inform the development process.

2. UAT Environment Testing:
* Work closely with the Quality Assurance (QA) team to establish and maintain a robust User Acceptance Testing (UAT) environment.
* Facilitate the creation of UAT test plans and coordinate testing activities with both internal teams and customers.

3. Customer Engagement during UAT:
* Collaborate with customers to involve them in the UAT process, providing necessary documentation and guidance.
* Collect and analyze feedback from customers during UAT, ensuring that any identified issues are addressed promptly by the development team.

4. Issue Resolution and Improvement:
* Work collaboratively with R&D and the customer support team to address and resolve issues identified during UAT.
* Advocate for necessary improvements and bug fixes, ensuring that the final software release meets or exceeds customer expectations.

5. Sign-off and Deployment:
* Facilitate communication between customers and R&D to ensure alignment on the final release candidate.
* Coordinate the sign-off process, ensuring that the customer approves the release for production deployment.
* Collaborate with deployment teams to ensure a smooth transition from the UAT environment to the production environment.

6. Documentation:
* Maintain detailed documentation of the UAT process, customer feedback, and issue resolutions.
* Provide regular reports and updates to internal stakeholders, summarizing the progress and outcomes of the UAT process.

7. Service Instruction Development:
* Collaborate with the Remote Management Team to develop comprehensive service instructions for device management.
* Provide clear and detailed documentation on the installation, configuration, and firmware updates of software to ensure seamless device management.
* Communicate software interoperability requirements to the Remote Management Team, ensuring consistent and reliable configurations across diverse customer environments.

8. Training and Knowledge Transfer:
* Conduct training sessions for the Remote Management Team to ensure a thorough understanding of service instructions and customer-specific requirements.
* Facilitate knowledge transfer sessions to keep the remote team updated on the latest software releases and best practices for device management.

9. Quality Assurance:
* Establish and maintain quality assurance processes for remote device management activities, ensuring adherence to service instructions and industry best practices.
* Conduct regular reviews of device configurations to identify and address any deviations from established standards.

10. Continuous Improvement:
* Collaborate with the Remote Management Team to gather feedback on service instructions and identify opportunities for improvement.
* Work with R&D to incorporate feedback into future releases, enhancing the overall customer experience and reducing the need for manual intervention.

11. Escalation Resolution:
* Act as the escalation point for complex technical issues related to device management, working closely with the Remote Management Team to resolve issues in a timely manner.
* Collaborate with internal teams to address root causes and implement preventive measures to minimize future escalations.

12. Documentation Maintenance:
* Regularly update service instructions to reflect changes in software releases, configurations, and customer-specific requirements.
* Ensure that documentation is easily accessible to the Remote Management Team and is in line with industry standards.

These additional responsibilities emphasize the importance of clear documentation and effective collaboration with the Remote Management Team, further enhancing the technical account manager's role in ensuring the success of complex and large customer installations. If you are a detail-oriented professional with a knack for effective documentation and team collaboration, we encourage you to apply for this exciting opportunity to make a significant impact in the field of software solutions for enterprise clients.

QUALIFICATIONS:
* Bachelor's degree in Computer Science, Information Technology, or a related field.
* Proven experience as a Technical Account Manager or in a similar customer-facing technical role.
* Strong understanding of software architecture, deployment, and integration processes.
* Excellent project management and collaboration skills.
* Familiarity with Agile development methodologies.
* Proficiency in relevant programming languages and a solid understanding of databases and networking.

Keywords: Software, Technical Account Manager.

Benefits:
BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:
Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.
BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.
BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.
To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.
This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 220404 when responding to this ad.