ASG Technical Account Manager

1 week ago

Carson City, Nevada, United States SHI GmbH Full time
Job Summary

The Technical Account Manager on the Managed Services team serves as the primary point of contact for clients' proactive post-sales managed services activities for SHI Managed Services in the ASG Product & MSP Group.

This role is responsible for driving customer adoption of the Azure and AWS platforms and acting as the customer's primary point of contact for all non-support-related inquiries within SHI's Managed Services portfolio.

The Technical Account Manager maintains a technical understanding of the customer's environment to serve as a subject matter expert on the customer's managed IT environment.

Regular business reviews are conducted with customers and SHI Account teams to ensure customer satisfaction and uncover additional product and service opportunities via SHI or MSP partner services, programs, or offerings.

About Us

SHI International Corp. is a global provider of IT solutions and services, founded in 1989. With over 6,000 dedicated employees worldwide, we offer a wide range of products and services to meet the needs of our clients.

To learn more about SHI International Corp., visit our website.

What SHI Can Offer

Our company provides a world-class facility, including on-site gyms and cafeterias.

Ongoing opportunities for personal and professional growth and development are available due to our strong promote from within philosophy.

Our work environment is up-beat, creative, and fun.

Benefits include medical, vision, dental, 401K, and flexible spending.

Responsibilities
  1. Drive customer adoption of the Azure and AWS platforms and act as the customer's primary point of contact for all non-support-related inquiries within SHI's Managed Services portfolio.
  2. Ensure overall customer satisfaction with Managed Services platforms and services.
  3. Manage customer contract renewals, true-ups, and other services billing items.
  4. Serve as the customer's primary point-of-contact for all SHI Teams, including Sales, Support, Services, and others, to address customer needs.
  5. Serve as an escalation point for customer concerns.
  6. Collaborate with the customer's SHI sales executive to address customer procurement needs.
  7. Collaborate with project management, sales, and other technical resources to successfully complete customer onboarding projects.
  8. Coordinate regular customer cadence calls with the customer and internal resources to establish an account plan and platform adoption plan for each customer.
  9. Establish and maintain subject matter expertise on the customer's supported IT environment.
  10. Uncover areas of future Managed Services and position SHI capabilities.
  11. Collaborate with the project management and Managed Services teams to coordinate out of scope requests for customer environments.
Preferred Skills

5+ years of experience in a Technical Account Management, Engineering, or similarly technical role that requires expertise in supporting customers in Azure Cloud and AWS Cloud environments.

Cloud engineering experience in Azure and AWS.

Cloud service desk or other related technical support experience in Azure and AWS.

Foundational, Associate, and Advanced certifications in Azure or AWS.

Qualifications

Completed Bachelor's degree or equivalent knowledge and work experience.

Minimum of 3 years of experience in a Technical Account Management, Engineering, or similarly technical role that requires expertise in supporting customers in Azure Cloud and AWS Cloud environments.

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