Technical Account Manager

3 days ago


Lansing, Michigan, 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.

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

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

The TAM conducts regular business reviews 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, with over 6,000 dedicated employees worldwide.

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

What SHI Can Offer

World-class facilities, including on-site gyms and cafeterias

Ongoing opportunities for personal and professional growth and development

Work in an up-beat, creative, and fun environment

Benefits, including medical, vision, dental, 401K, and flexible spending

Responsibilities

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

Ensuring overall customer satisfaction with Managed Services platforms and services

Managing customer contract renewals, true-ups, and other services billing items

Serving as the customer's primary point-of-contact for all SHI Teams, including Sales, Support, Services, and others, to address customer needs

Serving as an escalation point for customer concerns

Collaborating with the customer's SHI sales executive to address customer procurement needs

Collaborating with project management, sales, and other technical resources to successfully complete customer onboarding projects

Coordinating regular customer cadence calls with the customer and internal resources to establish an account plan and platform adoption plan for each customer

Establishing and maintaining subject matter expertise on the customer's supported IT environment

Uncovering areas of future Managed Services and positioning SHI capabilities

Collaborating with the project management and Managed Services teams to coordinate out of scope requests for customer environments

Preferred Skills

5+ years 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 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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