OverviewAs a Technical Account Manager, you will function as a customer advocate and trusted advisor resource for ePlus focusing on Cloud and Data Center Managed Services offerings. You will be a key contributor in the onboarding, support services, adoption, training, and executive customer service briefing reviews.
Your ImpactThe essential functions of this position include:
- Deliver monthly and quarterly service business reviews to align business and technical goals across multiple stakeholders.
- Ownership of service onboarding including understanding of expected client objectives, implementation of services, and documentation of ongoing support operations.
- Own the overall post-sales service delivery relationship with key customers with complete responsibility for total customer experience within your accounts. You will be required to own and drive service value delivery, issues management, escalations, and resolution.
- Establish yourself as a trusted advisor, advocate, and subject matter expert to support ePlus Managed Services offerings.
- Develop a deep understanding of ePlus Managed Services offerings.
- Be proactive in highlighting and suggesting areas for improvement in the regional procedures, structure, reporting, etc.
- Propose ideas and solutions to help improve functional areas.
- Up to 25% travel to visit customers for Executive briefings as needed.
Qualifications- 3+ years' experience in customer-facing, relationship management role. Prior experience in TAM, CSM, Professional Services, or Sales Engineering roles preferred.
- 3+ years' experience in enterprise data center and/or cloud environments with a strong understanding of technical account management and business critical application support
- Bachelor's Degree in Computer Science, Engineering or related field, or equivalent technical experience is required
- Excellent communication, project management, presentation, and problem-solving skills required with the ability to build trusted partner relationships.
- Ability to scale from technical engagements and guidance to mid-level IT management interaction.
- Ability to manage multiple projects and tasks, determining project urgency and execute detailed action plans in collaboration with customers and stakeholders. ITIL, PMP, PMI, Six Sigma certifications would be a bonus!
- Written and verbal communication skills; including the ability to clearly articulate technical issues to both technical and non-technical audiences, and also explain the impact in business terms, reports and presentations to executives within Partner and Customer Organizations
- Demonstrated ability to handle critical issues, drive discussion and present internal and customer issues at the executive level
- Excellent oral, written, and presentation skills
- Strong attention to detail
- Must be located in US to support periodic on-site customer visits as needed
Position SpecificThe base salary range for this position at commencement of employment is expected to be between $130,000 and $160,000 annually; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including commissions and discretionary bonuses, in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. ePlus Benefits highlights can be viewed here.
If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
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Physical Requirements- While performing this role, you will engage in both seated and occasional standing or walking activities. We provide reasonable accommodations, in accordance with relevant laws, to support success in this position.
- By embracing our values, you will contribute to our collective mission of making a positive impact within our organization and the broader community. We understand that this job description serves as a guide and is not an employment contract.
