Key Responsibilities and Strategic Duties

Account Strategy Critical Escalation Management

Lead the strategic technical relationship for a select group of ibi's highest-tier and most complex Gold accounts, setting the standard for proactive service delivery.
Act as the definitive single point of accountability for all technical support escalations and service delivery for assigned accounts, driving issues with executive-level urgency and professionalism.
Own and execute the established escalation protocol for all high-severity cases (Severity 1/P1) for the assigned portfolio, leading all internal and external communication until definitive resolution.
Serve as the internal escalation consultant for junior ASMs, advising on best practices for managing politically sensitive or technically challenging customer situations.

Technical Leadership Value Realization

Provide and coordinate expert-level (L3) support for issues spanning WebFOCUS and the broader ibi product portfolio, demonstrating deep expertise in complex data, analytics, and integration environments.
Drive Value Realization and Retention by proactively guiding customers in the adoption of recent software releases through strategic services such as upgrade planning/guidance, Health Checks, and application assessments to modernize customer applications.
Proactively facilitate and lead recurring Technical Review Meetings (TRMs) with senior customer stakeholders to review open cases, prioritize technical issues, and provide deep-dive discussions on platform roadmaps and technical strategy.
Champion the customers technical needs with the Product Engineering/RD divisions, managing the lifecycle of product software anomalies (defects) and product enhancements (NFRs) to ensure timely progression and delivery.

Process Improvement Team Mentorship

Oversee and mentor L1/L2 teams to ensure the successful progression of all assigned account cases, setting efficiency and quality benchmarks for case resolution.
Identify and recommend improvements to the Gold Support processes, tools, and documentation based on recurring challenges and best practices observed in the most complex accounts.
Develop and deliver training sessions for new and existing ASMs on advanced account management techniques, high-stakes communication, and technical advocacy strategies.
Cultivate robust cross-functional relationships with Sales, Customer Success, and Support Leadership to ensure cohesive, integrated service delivery across the entire customer lifecycle.

Job Qualifications

College degree (preferably in Computer Science or a related technical field) or equivalent practical work experience.
Minimum of 4+ years of technical support or data processing experience in enterprise software environments.
Minimum of three (3) years of direct, dedicated customer-facing support and key account engagement experience with WebFOCUS customers.
Demonstrated L3 technical support proficiency with the IBI product stack, including core expertise in WebFOCUS architecture, deployment, and performance tuning.
In-depth, practical knowledge of one or more enterprise operating systems, relational databases (strong SQL proficiency is required), and application development/integration concepts.
Prior experience in a Lead or Senior Key Account Management, Technical Sales, or Technical Customer Success role is a strong advantage.

Required Leadership Skills

Exceptional written and verbal communication skills with a proven ability to deliver highly effective, executive-level presentations on complex support and strategic topics.
Advanced analytical, debugging, and diagnostic skills for complex enterprise environments, combined with strong strategic problem-solving abilities.
Proven ability to autonomously manage, prioritize, and strategically lead a high-volume, critical account workload under minimal supervision.
Strong leadership presence and the ability to train, influence, and mentor technical peers and juniors.
Superior customer support, negotiation, and conflict resolution skills, focused on developing an ongoing, trusting relationship as the customers primary technical advocate.
Willingness and ability to travel as needed.

Lead Support Engineer

Store Manager