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Technical Account Manager

2 months ago

Lehi, Utah, United States Vasion Full time
Job Description

Vasion is seeking a highly skilled Technical Account Manager to join our growing team. As a Technical Account Manager, you will be the primary technical resource for our Federal, State, Local, and Education customers. Your primary responsibility will be to drive customer success, provide technical expertise, and manage the implementation of our software.

Key Responsibilities:

  • Provide exceptional customer service and technical support to our Federal, State, Local, and Education customers.
  • Collaborate with cross-functional teams, including Professional Services, Systems Integration, Sales, Engineering, Support, Product Management, and Customer Success to ensure seamless project execution and completion.
  • Develop and maintain strong relationships with customers throughout the customer life cycle, ensuring their satisfaction and loyalty.
  • Identify and remove technical barriers to ensure successful software implementation.
  • Articulate technical and product positioning to both business and technical users.
  • Monitor common technical support questions and create scripts for handling those support requests at scale.
  • Provide technical product expertise and recommendations to customers and partners.
  • Manage multiple projects simultaneously, ensuring timely completion and high-quality results.
  • Interface with professional-level management, demonstrating exceptional communication and interpersonal skills.
  • Work independently to develop client relationships, ensuring customer satisfaction and loyalty.
  • Make recommendations and provide guidance to produce high-quality documentation.
  • Excellent written and verbal communication skills.

Requirements:

  • 7+ years of experience supporting FED/SLED customers.
  • 7+ years of related Microsoft IT desktop support experience.
  • 7+ years of Network/LAN/System administration experience.
  • 7+ years of Providing Technical Customer Service.
  • US Federal/Security Clearance preferred.
  • 2-3 years of development experience in one or more of development methodologies and technologies in one or more than of the following: JavaScript, typescript, vue, go,.net framework, python.
  • Strong understanding of logic and coding, with the ability to figure things out independently.
  • Familiarity with Infrastructure Knowledge in Azure and/or AWS.
  • Database knowledge and experience in MySQL and Microsoft sql.
  • Working knowledge of VDI (Citrix, VMware, ESXi, Hyper-V, IGEL & Google Cloud Platform).
  • Enthusiastic and passionate about working in an entrepreneurial environment with smart, talented, and passionate individuals who make and sell amazing software.
  • Ability to think strategically about people, process, and technology challenges.
  • Strong desire to succeed by owning your role, responsibilities, and customer needs.
  • Adept at multitasking to achieve individual, team, and organizational goals.
  • Practiced at public speaking, delivering presentations, and product installation.
  • Ability to Listen, Understand, Adapt, and Articulate:
    • Listen to the customer tell their story.
    • Understand the challenges the customer faces.
    • Adapt messaging to identify solutions.
    • Articulate a winning game plan to the customer.
  • Understanding of LANs, VLANs, SaaS, and WANs.
  • Working knowledge of Active Directory & LDAP.
  • Working knowledge of Idp (Okta, Azure, etc.).
  • Working knowledge of applications deployment using GPO, SCCM, or others.
  • Microsoft Office Suite, html basics, basic scripting, website administration, and IIS.
  • Mastery of one or more client operating systems: Microsoft, Apple OS X, Chromebooks, Linux Ubuntu, RedHat, IGEL.
  • Salesforce, Microsoft Office, and Google Docs experience a plus.
  • Associates/Bachelors preferred in Computer Science.
  • Able to travel up to 20% of the time.

Benefits:

  • Flexible work environment.
  • Discretionary Vacation bonus.
  • Flexible paid time off.
  • Paid parental leave.
  • Competitive pay.
  • A full suite of traditional benefits.
  • Training/Advancement opportunities.
  • 401k with company-match.
  • Mental Health Wellness Support.
  • Financial wellness education.
  • Company-contributed HSA.
  • Headquarter perks include gym, pickleball, snacks & drinks, arcade, theater room, monthly All Hands lunch, etc.
  • Lehi, Utah office perks include gym access, snacks & drinks, monthly All Hands lunch.

Our Core Values:

Vasion looks for people who will exemplify its core values and are driven to become:

  • Action Owners (Extreme Ownership by Jocko Willink and Leif Babin).
  • Candor Seekers (Radical Candor by Kim Scott).
  • Relationship Builders (Leadership and Self-deception by The Arbinger Institute).
  • Storytellers (Building a StoryBrand: Clarify Your Message So Customers Will Listen by Donald Miller).

More About Vasion:

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Additional Information:

Vasion is an equal opportunity employer. We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation, and other legally protected characteristics.