Boston, MA

Competitive

Full-Time


The Role

As a TSM you will be the face of Preservica interacting directly with complex clients, optimizing utilization of the product and ensuring that customer expectations are exceeded. This is a challenging and rewarding role that is fundamental in delivering Customer service excellence and shaping the future of a customer's experience.

At the core of this role, you will work closely with each client to understand their needs, processes and commercial limitations and use this knowledge to configure, train, and enlighten clients in the use of Preservica. Providing a constant feedback loop on software upgrades, functionality, systems blockers and redundant practices.

You will need first-hand knowledge of digital preservation processes and best practice most likely as an Archivist or support of a digital archiving solution. Able to perform basic scripting / coding in Python or Bash or similar.

Responsibilities:

  • Provide functional and technical consultancy to Preservica clients
  • Achieve high levels of Client satisfaction in the utilization of SaaS products
  • Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents. Determine root cause of issues and communicate appropriately to customers and internally
  • Advise management on situations that may require additional technical support or escalation
  • Leverage Archiving best practices and process frameworks, to drive continual process improvement
  • Stay abreast of trends in digital archiving, data management, technologies, sourcing, policies, procedures and other external changes that could have an impact on client operations

What We Look For:

  • Previous hands on experience with digital archiving solutions
  • Experience in providing a customer centric software service
  • Technical ability on scripting, using Python, Bash or similar
  • Strong IT technical background ideally in application support
  • DAS certification is recommended

The personal qualities required for this role are:

  • Strong customer service approach mind-set
  • Ability to manage change effectively and takes responsibility for the performance and results of people or process
  • Strong communication and reporting skills
  • Ability to develop good relationship with senior stakeholders

FIND OUT MORE AND APPLY


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