Work independently with Support Engineers on open issues to determine circumstances under which issue occurred and testing of fixes until resolved • Maintain a schedule of planned and active ESM Program tasks for each client • Work with System Administrators, DBA Team and individual project team members to establish appropriate environments for each client where an ESM Program agreement is in place • Coordinate with Extended Maintenance Manager and other Technical Account Managers regarding the support needs of individual clients • Keep open issues up to date • Interface with Account Executives for lead generation and opportunity identification • Interface with Support Services, Product Management, and R&D to provide client feedback/insight on product issues, needs and requests • Produce internal reports for management per various KPIs What qualifications will make you successful? As our clients' trusted advisor, you will help them develop upgrade strategies, ensure resolution of their technical support cases, stay engaged with (and oversee) their ongoing projects, become familiar with their personnel/ organization /environment /workflow/ processes / configuration, attend conference calls, conduct workshops, coordinate DBA activities, facilitate developer activities/support, produce and send reports, conduct onsite visits, and ensure that the client is successful and a reference account with a high NPS (Net Promoter Score).