Senior Technical Account Manager ( TAM ) I

Open Systems Technologies   •  

Minneapolis, MN

Industry: Professional, Scientific & Technical Services

  •  

5 - 7 years

Posted 136 days ago

This job is no longer available.

OST is seeking a full-time Senior Technical Account Manager (TAM) for its Minneapolis, MN office. OST is a digital consultancy with clients in healthcare, manufacturing, retail, insurance, finance, engineering, product development, e-commerce and more. Our Senior TAM will lead teams of Managed Services engineers, as well as other TAMs within the OST Managed Services team. As a Senior TAM, you will serve as a trusted advisor to our enterprise clients. You will identify and align business and IT objectives, discover client pain points, offer recommendations, and recognize current and future IT needs and make recommendations for operational best practices both at tactical and strategic levels. You will be constantly vigilant for opportunities to add value to our clients both within the Managed Services practice and across our other service offerings. In this role you will leverage your strong leadership and technical experience providing consultative services to manage and resolve complex data center infrastructure and system issues, while inspiring, motivating and developing the OST team. As a leader within OST you will model and lead within our core tenets of: Honor our employees and their families first; Delight our clients; Serve with humility; Embrace innovation and entrepreneurship; Learn with empathy and curiosity. Core Responsibilities

  • Serve as trusted advisor to key clients, managing the account and serving as the client advocate, at an executive level
  • Lead other TAMs as well as individual teams of engineers
  • Coach and grow TAMs and engineers into leadership roles
  • Act as a regional escalation point for technical account managers, both internally and externally
  • Ensure effective ownership, communication, coordination, and facilitation of support between the client and managed services team
  • Manage high impact incident situations for assigned clients
  • Manage scope and profitability for assigned accounts
  • Ensure compliance to key critical processes (patching, backups, monitoring, security, documentation)
  • Act as an “operations architect” helping guide client architecture towards operations best practices
  • Partner with sales team to support and/or lead presales activities
  • Create new lines of business when a strategic opportunity arises
  • Create and manage business plans for new lines of business
  • Act as a regional escalation point for technical account managers, both internally and externally
  • Ensure root cause analyses are completed for high impact incidents, and action items are completed
  • Assist in the management and coordination of the managed services team including scheduling, performance reviews, development plans, etc.
  • Participate in technical work (infrastructure support) as needed
  • Identify and leads continuous improvement activities in support of client or internal business processes
  • Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively

Experience and Skills

  • At least five years of demonstrated technical competence in at least one of the following: Windows Servers, VMware vSphere, Active Directory storage and networking is essential
  • Broad foundational knowledge of IT infrastructuretechnologies – including Windows Server, Microsoft Exchange, Active Directory, SQL Server, Storage Area Networking (HP, NetApp), Data Networking (Cisco), VMware vSphere, View, Citrix XenApp, etc.
  • Experience as an operations manager, or similar management capacity
  • Extensive experience in IT operations, and IT operations management
  • Must be able to speak and present at a maturity level that says “I know how to architect an enterprise team”
  • Must have a personality able to handle high intensity stressful situations
  • Self-motivated with a passion for learning and working with technology
  • Demonstrated ability to lead projects, interacting with staff and client teams across departmental levels
  • Detail oriented and organized in professional and personal pursuits
  • Integrity and clearly defined values, value being part of a strong team
  • Positive attitude and commitment to exceeding clients’ expectations
  • Desire to work with and learn new technologies as they are released and implemented
  • Excellent written and verbal communication skills
  • Demonstrated ability to approach conflict with empathy