Technical Account Manager
3 weeks ago
Key Responsibilities:
- Act as the trusted technology advisor to a base of accounts.
- Act as single point of contact for all complex support requirements as they pertain to the assigned customers’ environment.
- Partner with client's Sales to cultivate and capitalize on new opportunities.
- Assist sales and sales engineering in the development of cost effective, operationally supportable solutions that meet complex customer requirements.
- Contribute to clients process improvement initiatives tailored to improve customer satisfaction.
- Analyze performance improvements, risk assessment on customer environment and provide recommendations.
- Ensure effective ownership, communication, coordination, and facilitation of support service activities between client's departments and strategic accounts.
- Lead customer requested meetings, quarterly business reviews, and other service and strategic discussions.
- Represent customer requirements in client's product roadmap discussions and governance meetings.
- Document and map customer roadmaps to client's pipeline.
- Identify and lead unique continuous improvement activities in support of customer.
- Ensure projects are on time, within budget and to satisfaction of client.
- Ensure complete understanding of project scope by technical teams and client.
- Coordinate with the technical teams, vendor(s), and client delivery team to ensure the timely delivery of project milestones.
Required Qualifications:
- B.S. in technical or business-related field
- 5+ years of experience in technology / operations / design, preferably in the service provider industry
- Experience in customer facing technology role
- Experience in Project Management and Planning / Road mapping
- Excellent communication, presentation & customer service skills
- Broad based experience in Colocation Infrastructure and customer support
- Change, Incident and Problem Management expertise
- Good financial acumen
- Solutions minded on technology strategies, and IT service provider delivery
- Strong technical background for developing and selling IT solutions
- Operational process improvement awareness
- Ability to guide technical staff in a distributed environment
- Ability to adapt to an evolving technology landscape
- Working knowledge of Microsoft Excel, Word and contract management software
- Flexible schedule and ability to travel
- A minimum of 30 hours a week will be devoted to work directly related to the Douglasville, GA Data Centers, with your physical presence required at the Douglasville site.
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