Reltio MDM Technical Account Manager

IMT is an industry leader in delivering innovative master data management, integration, and analytics solutions for our clients. We are looking for technology professionals to join our growing team of innovative thinkers and problems solvers.  

We empower our team by providing professional development opportunities through training, access to the best tools and equipment, mentoring from senior team members, and new and interesting challenges. Our team members participate in a variety of interesting and challenging projects and assignments that allow them to think creatively and develop new skills. 

We offer competitive compensation, an annual bonus structure based on individual and corporate performance, a comprehensive benefits package, including life, health, dental, disability, fitness, and retirement savings programs with employer contribution. 

Overview 

The Reltio MDM Technical Account Manager is part of the Client Experience team with the focus of managing and optimizing a client’s experience with IMT-supported solutions. IMT clients who select AMS benefit from access to experts with data management and integration capabilities for specific issue resolution and guidance on how to best plan for and execute solution maintenance such as patching or upgrades. The Reltio Technical Account Manager will have deep functional understanding of data management concepts, integration methods, matching algorithms and data governance concepts as well as technical capabilities and confidence in SQL and command line navigation and troubleshooting using logs. 

What you will be doing 

The primary responsibility of this role is to be responsible for the proactive management of issues and inquiries from Reltio customers with IMT Application Managed Support. As the in house Reltio MDM expert, you will identify potential solution configuration improvements, analyze source data issues and manage the resolution, fix and deployment of enhancements in coordination with client release processes. This role requires curiosity, excellent communication, follow-up and collaboration to navigate the IMT, client, and Vendor organizations. You will be challenged to learn new solutions and concepts through both online training and by doing with hands-on project tasks. 

Specific Job Responsibilities 

• Manage client issues in IMT’s Customer Support Portal and other client specific Support Portals as required. 
• Validation / reproduction of issues using both Reltio MDM system queries, integration logs and direct database interrogation 
• Access and use Reltio and client monitoring tools to identify source, determine downstream impact and timing of issues 
• Build relationships with customers via written communications, in tickets, summary presentations and meetings 
• Define issue resolution ,testing and deployment plans for customer approval and coordination with IMT or other vendor solution experts 
• Advanced troubleshooting for wide range of technical inquiries, service requests, and issues. 
• Resolve or provide clarity on incidents or requests on first contact where possible. 
• Extend and enrich the documentation, create instructions and procedures based on acquired knowledge. 
• Lead meetings with customers to identify needs and requirements related to support and system functionality.  
• Participate in defining and managing maintenance tasks that include patch rollout, testing with customer release management, when required 
• Willingness to participate in occasional non-standard working time models, which may include overnights, weekends, and holidays. 
• Solicit critical feedback from customers and take personal and team action to identify process improvement opportunities & solutions. 
• Up to 30% travel to Customer site or IMT Corporate HQ (USA or Canada)  

Qualifications 

• University degree or college diploma in the field of computer science, engineering, or technology. 
• 4 years of Reltio MDM implementation experience and/or IBM InfoSphere MDM 
• Experience with Mulesoft and/or modern real-time integration platforms 
• Java or scripting knowledge is a plus. 
• Comfort with SQL query development and interrogation of system logs for issue identification 
• Exceptional customer service and interpersonal skills, with a focus on rapport-building, identifying customer success opportunities, and maintaining a high level of customer satisfaction.  
• Ability to clearly communicate over phone, email and chat. 
• Ability to read, interpret and employ existing technical documentation.  
• Ability to write clear, concise documentation and reports with a high level of accuracy.  
• Proven analytical and problem-solving abilities. 
• Experience working in a team-oriented, collaborative environment.  

Next Steps 

If you are interested in this position and consider yourself a good fit for IMT, please respond to this posting with both a short letter to briefly introduce yourself and explain why working at IMT is for you, and your CV. If your application is successful, we will e-mail you to schedule an interview as soon as possible.  Send applications to hr@infomagnetics.com

We look forward to hearing from you.