Azure Cloud Solutions Manager

2 weeks ago

Marquand, Missouri, 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 ensuring overall customer satisfaction with Managed Services platforms and services.

About the Role

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

Key Responsibilities
  • Drive customer adoption of the Azure and AWS platforms
  • Ensure overall customer satisfaction with Managed Services platforms and services
  • Manage customer contract renewals, true-ups, and other services billing items
  • Serve as the customer's primary point-of-contact for all SHI Teams, including Sales, Support, Services, and others, to address customer needs
  • Serve as an escalation point for customer concerns
  • Collaborate with the customer's SHI sales executive to address customer procurement needs
  • Collaborate with project management, sales, and other technical resources to successfully complete customer onboarding projects
  • Coordinate regular customer cadence calls with the customer and internal resources to establish an account plan and platform adoption plan for each customer
  • Establish and maintain subject matter expertise on the customer's supported IT environment
  • Uncover areas of future Managed Services and position SHI capabilities
  • Collaborate with the project management and Managed Services teams to coordinate out of scope requests for customer environments
Requirements
  • 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
  • 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
Preferred Skills
  • Excellent customer service and conflict resolution skills
  • Ability to understand and explain how clients can use SHI's AWS and Azure cloud technology and other Managed Services and products to meet business objectives
  • Demonstrated work ethic, including a strong sense of initiative, ownership, and accountability
  • Demonstrated operational excellence including SOW and scope management
  • Excellent interpersonal, presentation, communication, and organizational skills
  • Demonstrated ability to handle diverse situations and rapidly changing priorities
  • Ability to collaborate and communicate effectively, clearly, and concisely with customers and colleagues at all organization levels
  • Ability to meet agreed-upon deadlines and communicate about roadblocks
  • Ability to multitask and complete tasks with efficiency and accuracy
  • Willing to obtain Foundational certifications in Azure or AWS within 90 days of employment
Additional Information

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status

The estimated pay range for this position is $100,000 - $160,000, which includes a base salary and bonuses. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location, and therefore will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

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