Job Description
At a Glance
Legrand has an exciting opportunity for a Technical Account Manager to join the Power & Thermal Management division.
Why This Role Matters
As a Technical Account Manager, you will serve as a trusted post-sales partner for our enterprise customers, helping them maximize the value of their investment in Legrand Data Center solutions. Your ability to build relationships, solve technical challenges, and coordinate resources across teams will directly impact customer success, satisfaction, and long-term business growth.
We are looking for a customer-focused Technical Account Manager to support enterprise-level customers after
implementation. In this role, you will work closely with customers, Sales, Product Management, Engineering,
Professional Services, and Support teams to resolve complex technical issues, guide successful deployments, and
build strong long-term partnerships.
You will act as the primary post-sales technical contact for assigned accounts, helping customers navigate
technical challenges, optimize their environments, and achieve their business objectives. This role combines
technical expertise, relationship management, project coordination, and strategic account support.
Travel of approximately 30-40% is required to support customer engagements and onsite activities.
Responsibilities
Customer Success & Relationship Management
• Serve as the primary post-sales technical point of contact for assigned enterprise customers.
• Build trusted relationships with customers and act as an advocate for their needs within Legrand.
• Conduct regular customer check-ins and quarterly business health reviews.
• Help customers achieve desired business outcomes and maximize the value of their solutions.
• Support customer reference activities and strengthen long-term customer loyalty.
Technical Support & Escalation Management
• Manage and track post-sales technical escalations through resolution.
• Ensure open support cases are actively progressing toward timely outcomes.
• Troubleshoot technical issues and determine the appropriate path to resolution.
• Coordinate issue resolution across Support, Engineering, Product Management, and other internal teams.
• Collaborate with development teams to identify, reproduce, document, and resolve product defects while managing customer expectations.
• Provide firmware and software update recommendations and support deployment planning.
Cross-Functional Leadership
• Coordinate cross-functional project teams, including Professional Services, Product Management, Engineering, and Support.
• Facilitate communication between customers and internal stakeholders to ensure alignment and transparency.
• Partner with Product Management to ensure customer requirements are documented and appropriately prioritized.
• Help align future product direction with customer business and technology roadmaps.
Strategic Account Planning
• Develop and maintain a strategic success plan for assigned customers.
• Identify opportunities for account growth and expanded solution adoption.
• Track customer activities, resource utilization, and account status.
• Report customer escalations and account health metrics regularly.
• Identify and document operational processes that improve customer success and support scalability.
Customer Education & Adoption
• Lead technical meetings, consultations, and product demonstrations.
• Educate customers on platform capabilities, best practices, and new features.
• Support deployment planning and implementation activities.
• Provide updates that help customers meet deployment and operational timelines.
Qualifications
Education:
• Degree in Business or a related field, or an equivalent combination of education and experience.
Experience:
5-10 years of experience in a customer-facing environment such as enterprise customer support,
technical consulting, or a similar technical account management role.
Skills/Knowledge/Abilities:
• Strong written, verbal, and presentation skills with the ability to communicate effectively with technical teams, business leaders, senior executives, and C-level stakeholders.
• Proven project management and cross-functional collaboration skills in both in-person and virtual environments.
• Strong analytical and problem-solving skills related to technical and project management challenges.
• Familiarity with Salesforce.com reporting and support case trend analysis.
• Data center infrastructure and deployment experience.
• Solid Linux administration and user-level experience.
• Knowledge of network configuration, integration, and diagnostics, including TCP/IP and HTTP(S).
• Experience troubleshooting SNMP environments, including:
o MIB interpretation and mapping
o SNMP sets, gets, walks, and traps
o MIB browser tools
• Experience with VMware ESX/ESXi, Hyper-V, and modern hypervisors such as Proxmox and KVM.
• Strong organizational skills with the ability to manage multiple customers, projects, priorities, and commitments simultaneously.
• Ability to troubleshoot technical issues at a high level and coordinate appropriate resolution paths.
• Strong customer relationship management skills and a customer-first approach.
Preferred Qualifications
• Previous experience as a Linux System Administrator.
• Experience supporting enterprise-level data center environments.
• Experience coordinating customer deployments involving multiple technical stakeholders.
• Experience working closely with Product Management and Engineering teams to influence product enhancements.
• Experience in strategic account planning and business development activities.
