Professional Services Specialist

RESPONSIBILITIES:

Develop technical and commercial proposals to prospective customers’ requirements. Develop project plans in scope of implementation, consulting and integration projects with end customers, and manage project work. Work with Data Center Operations, R&D, Support, and other departments to clear technical roadblocks. Build and maintain current functional and technical knowledge of Acronis product line, provide consultations to customer engaging experts. Review customer’s implementation and integration plans and make recommendations inline with best practices. Present new product functionality, engage customer in evaluation of new product releases. Keep track of customer run rates, develop remediation plan in case of negative dynamics. Work with R&D, Data Center Operations, Support, Product, and other departments prioritizing and keeping track of customer’s incidents and feature requests. Update customer about progress of work on support cases, incidents, and features request. Manage process escalations, develop Acronis internal and customer facing executive summaries, develop root cause analysis reports. Provide feedback to Acronis Product Management teams based on customer requirements. Conduct quarterly review meeting providing update on run rates, key projects, and planned activities for the next period. Manage internal organization development projects and ensure consistent execution and reporting. Position is fixed based in Tempe, AZ; however, telecommuting permitted up to three (3) days per week.

JOB REQUIREMENTS:

• Three (3) years of experience as a Professional Services Specialist, Technical Account Manager, Priority Support Specialist, or related occupation in an information technology domain.
• Three (3) years of experience in the following (experience may be gained concurrently):
• • Project management or technical account management experience in a software or systems integration company
  • Hands-on experience setting up or operating complex enterprise systems: virtualized infrastructure, ERP, inventory, or BSS/OSS
  • Administration or troubleshooting on-premises virtualization: VMware ESX or Microsoft Hyper-V
  • Using Cloud and SaaS platforms and services, Windows Server, and networking
  • Base Linux administration or troubleshooting experience: bash scripting, networking, FW, and logs analysis
  • Experience with PgSQL, Microsoft business applications or services: SQL, Hosted Exchange, AD, or Office 365 services
  • Experience designing or administering Microsoft Hosted Exchange, Microsoft SQL, Virtuozzo, Citrix, or Oracle virtualized environments

40 hours/week, 8:00am-5:00pm

DNP13