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Technical Account Manager - Select Customer Care

Location
Topeka, Kansas
Job Type
Permanent
Posted
18 Sep 2022
Job Description:

A Technical Account Manager (TAM) is a part of Flexentials Select Customer Care team. The Technical Account Manager is a fast-paced role that requires an individual who can demonstrate leadership, a high level of attention to detail, has deep technical experience, and can deliver results. They play a critical part in driving success with our most strategic accounts.

Technical Account Managers lead some of our largest and most strategic customers in adopting, implementing, and maintaining Flexential services while helping them achieve their business objectives and goals. They directly influence how our customers use Flexential services and deliver high impact transformations.

Technical Account Managers rely on their technical credibility, leadership, and relationship management skills to build strong customer relationships. They work with multiple geographically disperse teams to plan and drive customer engagements successfully.

Responsibilities
  • Act as the primary technical advisor and point of contact for assigned customer accounts
  • Ensure effective ownership, communication, and coordination of support service activities between Flexential teams and assigned customer accounts
  • Utilize relationship management skills to improve your customer relationships continuously
  • Become a trusted asset that the customer utilizes for general architectural advice and pre-empt them with value-oriented solutions
  • Ensure that customer expectations are set appropriately and commitments are met on time by creating cross-team project plans and maintaining a cadence of execution with milestones, communications, and appropriate escalations
  • Work with internal teams to identify and qualify business opportunities, identify key customer technical objections, and develop the strategy to resolve technical roadblocks
  • Manage all aspects of the customer account, including customer documentation and internal process improvements
  • Proactively review customer support cases and implement solutions to help mitigate future incidents
  • Lead productive customer meetings, quarterly business reviews, and other service and strategic discussions
  • Create RCAs for impacting service events and follow up with internal teams to ensure process improvements are implemented and service gaps are resolved
  • Train the customer on Flexential tools, services, and/or processes to ensure they are receiving the best value for their contract
  • Track and lead customer escalations to ensure a timely resolution
  • Produce executive-level reporting that includes ongoing customer initiatives/projects as well as improvements made for each strategic account
  • Lead the effort to troubleshoot complex problems, document lessons learned, and create process improvements
Requirements
  • Six years of experience in a client-facing technical role including Technical Support Engineer, Solutions Engineer, Technical Project Management, Technical Account Management or similar
  • Executive-level oral and written communication skills with the ability to present to an audience of key executives or decision-makers clearly and engagingly
  • Experience with operating and troubleshooting two or more of the following technologies: cloud compute, storage (SAN), networking, DRaaS, or data protection
  • High-level understanding of Project Management skills and previous experience successfully leading projects on time
  • Strategic and critical thinking skills with the ability to systematically solve problems and hypothesize possible client solutions with minimal supervision
  • High-level attention to detail and the ability to pivot and reprioritize in a fast-paced environment continually
  • High-level knowledge of various cloud migration strategies
  • In-depth knowledge of cloud infrastructure, networking, virtualization, DRaaS, and IT Service Management skills
  • Able to create and document technical solutions using industry and Flexential best practices
  • Advanced negotiation, influencing, and collaboration skills
  • Deep understanding of stakeholder and communication management
  • Change, incident, and problem management expertise
  • Working knowledge of Microsoft Office, Visio, and customer relationship management software (experience with Salesforce and ServiceNow preferred)
  • Travel up to 25% of the time (there is no travel during the pandemic)
Preferred
  • PMP, ITIL, Networking, System Admin, Project Management and Cloud certifications
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.

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Details

  • Job Reference: 715266151-2
  • Date Posted: 18 September 2022
  • Recruiter: Flexential
  • Location: Topeka, Kansas
  • Salary: On Application
  • Sector: Insurance & Superannuation
  • Job Type: Permanent