[Hiring] Cloud Technical Account Manager @Flexential

Role Description

The Technical Account Manager “TAM” acts as a single technical point of contact into Flexential on behalf of named, strategic accounts for ongoing support, inclusive of the service delivery, technical issues, and day-to-day management for all contracted Flexential delivered solutions. The TAM works across all business units to drive the timely and successful implementation of any new service and is proactively involved in the pre-sales, sales, implementation, and ongoing support of implemented solutions. The TAM oversees all solution delivery and is ultimately responsible for ongoing customer communications involving technical solutions, SLA reporting, project leadership, management, quality, and solution delivery, often including multi-vendor management.

• Act as the trusted technology advisor to a base of accounts.
• Act as single point of contact for all complex support requirements as they pertain to the assigned customers’ environment.
• Partner with Flexential Sales to cultivate and capitalize on new opportunities.
• Assist sales and sales engineering in the development of cost-effective, operationally supportable solutions that meet complex customer requirements.
• Contribute to Flexential process improvement initiatives tailored to improve customer satisfaction.
• Analyze performance improvements, risk assessment on customer environment, and provide recommendations.
• Ensure effective ownership, communication, coordination, and facilitation of support service activities between Flexential departments and strategic accounts.
• Lead customer requested meetings, quarterly business reviews, and other service and strategic discussions.
• Represent customer requirements in Flexential product roadmap discussions and governance meetings.
• Document and map customer roadmaps to Flexential pipeline.
• Identify and lead unique continuous improvement activities in support of customer.
• Ensure projects are on time, within budget, and to the satisfaction of the client.
• Ensure complete understanding of project scope by technical teams and client.
• Coordinate with the technical teams, vendor(s), and client delivery team to ensure the timely delivery of project milestones.

Qualifications

• B.S. in technical or business-related field
• 5+ years of experience in technology / operations / design, preferably in the service provider industry
• Experience in customer facing technology role
• Experience in Project Management and Planning / Road mapping
• Excellent communication, presentation & customer service skills
• Broad based experience in Colocation Infrastructure and customer support
• Change, Incident and Problem Management expertise
• Good financial acumen
• Solutions minded on technology strategies, and IT service provider delivery
• Strong technical background for developing and selling IT solutions
• Operational process improvement awareness
• Ability to guide technical staff in a distributed environment
• Ability to adapt to an evolving technology landscape
• Working knowledge of Microsoft Excel, Word and contract management software
• Flexible schedule and ability to travel

Requirements

• Base Pay Range: Annualized salary range offered for this position is estimated to be $108,000 - $120,000. However, the actual pay range depends on each candidate’s experience, location, and qualifications.
• Variable Pay: Discretionary annual bonus, based on personal and company performance.
• Physical Requirements: Ability to sit for extended periods of time; Moderate keyboard usage.
• This position has the following safety hazards: Driving (must possess valid driver’s license and insurance).

Benefits

• Medical, Telehealth, Dental and Vision
• 401(k)
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• Life and AD&D
• Short Term and Long-Term disability
• Flex Paid Time Off (PTO)
• Leave of Absence
• Employee Assistance Program
• Wellness Program
• Rewards and Recognition Program