Technical Account Manager
1 month ago
- Acts as a customer advocate and single point of contact for all technical inquiries related to our services.
- Is results driven and customer focused; "Get things done - Make things happen".
- Establishes relationships with a named client-base and gains a deep understanding of their business needs and technical solution requirements.
- Develops IT Strategy by learning about the client's business and advising the client on the technologies that can best support their business objectives.
- Conducts technology research and analyzes all factors to determine if the considered technology solutions are fully aligned with strategic, compliance (HIPAA, FFIEC, SOX etc.), operational priorities and business objectives.
- Performs risk analysis to help clients understand their current IT maturity level and identify gaps or shortcomings in their overall IT and security posture.
- Acts as the technical advisor during Quarterly Business Reviews, fully understands and promotes the value and direction of Managed Services.
- Assists Service Account Managers with technical reporting and technical client conversations.
- Acts as a technical liaison and escalation point between the AHEAD organization and the client.
- Creates, reviews, and maintains technical documentation and ensures information is available and accessible to all Managed Services support and engineering teams.
- Assists Client Directors with formal planning and budgeting for clients, as well as contract management and project planning
- Identifies up- and cross-selling opportunities to promote further expansion of Managed Services in existing accounts.
- Focus on integration, automation, and optimization to find technical solutions that will increase efficiency and productivity.
- Becomes a strategic player to promote customer satisfaction and client retention.
- Be able to onsite 3-4 days per week in Richmond, Virginia.
- 7+ years of related experience in engineering, technical sales and/or IT consulting.
- Technical and/or sales certifications desired (e.g. Cisco, Microsoft, Citrix, VMware).
- Familiarity with the ServiceNow platform (ticketing tool experience is ideal).
- Focused experience around Windows server technologies (Office365, Remote Desktop Services, Active Directory, etc.)
- Hands-on/practical experience with the following technologies: Windows Server, Public Cloud, Active Directory, Citrix, Cisco, VMware, Dell/EMC.
- ITIL and/or Project Management certifications are a plus.
- Strong customer service skills with the ability to make good judgments and quick decisions.
- Ability to communicate complex plans and solutions effectively verbally and in writing with both customers and internally.
- Ability to effectively prioritize and execute tasks in a fast-pacing environment.
- Ability to build trusted relationships and influence Senior Leadership teams.
- Ability to collaborate with peers and work cross-function as needed with Sales and Engineering teams.
- Proven knowledge of ITIL frameworks (Incident, Problem and Change Management primarily).
- Occasional on-call and after-hours work as the business requires, expected to travel to customer sites as needed.
- Undergraduate degree and 7+ years of relevant experience preferred.
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