Technical Account Manager

Technical Account ManagerWhat you will do:

The Technical Account Manager (TAM):

You will align with customers to provide strategic and tactical mentorship and assist with technical issues.

You will also work with key collaborators (both internal and external) to review business and operational challenges, provide architectural and infrastructure guidance.Responsible for providing deep technical knowledge to ESP Customers.

Tasked with providing tactical and strategic guidance.Will be passionate about providing a superb customer experience, product improvement and overall enjoy working with people and building strong, successful relationships.

You must possess strong time management skills, be able to think out of the box and provide outstanding partner management and communication skills.

Engage with customers in various ways, from planned onsite meetings to remote engagements which may be either pre-scheduled or ad-hoc (emails, remote sessions, phone calls).

The TAM reports directly to the Enterprise Success Managers. This position requires periodic overnight travel (Works with a team of support professionals that bring together the full variety of technical and business proficiencies needed to assist Company s Enterprise Success Program (ESP) customers with the achievement of their priorities, consistent with Company s goals and objectives.

The TAM provides advance technical knowledge assistance with ESP Customers as part of the ESP.

The TAM will also be tasked to meet the following objectives:Advance and handle customer-raised support issues to the Company ESP SAM Team. [[ Ensure customer follow processes that will support and align the ESP SLA requirements. [[ Assist in qualifying Customer concerns associated with support issues as warranted.

Coordinate monthly, or as required, scheduled on-site meetings with customer to update the customer of new technologies, best approach to guidelines or knowledge transfer sessions.Provide customer with Sr. Level Company technical assistance in identifying programmatic, configuration, or use case scenarios that negatively impact the aggregate success of the Company deployment and drive support call volumes. [[ Example: Automation through scripting [[ Example: Design refinements and enhancements to align to Customer data management goals.Use in-depth knowledge of Customer to find opportunities within accounts and communicate these opportunities to the Company Account Team.

Participate in Quarterly Business Review with the Company ESP SAM team and engage with Customer and Company management to establish or revise procedures and processes.

Continually stay up to date with new technologies and new productsHow you will make a difference:The TAM will also be tasked to meet the following objectives:Advance and handle customer-raised support issues to the ESP SAM Team. [[ Ensure customer follow processes that will support and align the ESP SLA requirements. [[ Assist in qualifying Customer concerns associated with support issues as warranted.Coordinate monthly, or as required, scheduled on-site meetings with customer to update the customer of new technologies, best approach to guidelines or knowledge transfer sessions.

Provide customer with Sr. Level technical assistance in identifying programmatic, configuration, or use case scenarios that negatively impact the aggregate success of the Company deployment and drive support call volumes. [[ Example: Automation through scripting [[ Example:

Design refinements and enhancements to align to Customer data management goals.Improve individual, team, and customer knowledge of Company solutions.Work with the ESP Program Manager to advance and define the Enterprise Success program to meet customer expectations.

What you will need to be successful:

Proven technical background and analytical skills.

Strong written and oral communication skills

Strong organisational skills with an ability to handle challenging client demands.

Flexibility to work in a fast-paced and demanding work environment.

Ability to convey technical information to business-centric audiences.

Ability to bridge technology and business goals to provide productive solutions.

Proven customer service, leadership and team interaction skills are required.

Strong practical knowledge across a broad spectrum of Information Technology such as EMC hardware platform, WAN tech, Windows OS, Cloud Storage, SAN, Tape Libraries, Exchange Enterprise Application, Virtualization, ClusteringWorking knowledge of disaster recovery and design capabilitiesSolid understanding with backup and recovery products Some travel to customers sites will be required.

Must be fluent in English (written and verbal) to a professional level along with one of the following languages German, Italian, French or Spanish to a professional level.

Skills and experience that could set you apart:

5+ years of hands-on experience administering/handling Company software.Previous experience delivering enterprise-class Company solutions.

Training in Account and Relationship Management.

Consulting experience including design and implementations.

Previous Technical Support experience, working with large enterprise customers.