Senior Technical Account Manager
Remote
Job Summary
Provide highest-level technical support and strategy road-mapping to assigned Platinum-level managed services clients in a 24/7/365 environment. Coordinate client issue resolution per Service Level Targets, acting as the senior-most technical resource for complex escalations across networking and server technologies. Guide help desk and Field Engineer resources on escalated problems while assessing client technical needs and business objectives to recommend technical solutions. Manage problem and incident resolution, oversee infrastructure and server maintenance strategy, and mentor Field Engineer staff. Periodically travel onsite for reviews and address technical concerns, including performing project services and T&M work. Ensure accurate agent counts for billing and maintain client documentation.
Required Qualifications
- Senior Technical Account Manager experience
- Subject Matter Expert-level knowledge on a range of technologies
- Accountability for overall client ownership from a technical perspective
- Ensuring and coordinating client issue resolution in accordance with Service Level Targets
- Ensuring the successful development and implementation of client IT strategy
- Work with most complex/largest Platinum-level clients
- Acting as the senior-most technical resource for client issue/problem escalation within the managed services department
- Resolving complex troubleshooting issues across a range of technologies (networking, server, etc.)
- Guiding resolution efforts of help desk and Field Engineer resources for escalated issues
- Assessing and understanding the technical needs of clients
- Nuanced understanding of the business objectives of the client
- Acting as a consultant, making necessary recommendations of technical solutions to solve business problems
- Managing problem and incident resolution activities within assigned client portfolio
- Communicating effectively with sales and other stakeholders regarding technical or service issues/at-risk clients
- Accountability for managed services clients' infrastructure and server maintenance
- Development of a technical strategy for ongoing management in accordance with the client's business goals
- Mentoring and supervising daily activities of Field Engineer staff
- Providing feedback to Field Engineers in accordance with company and departmental policies
- Acting as onsite back-up in absence of Field Engineer
- Periodically traveling onsite to clients to address technical needs or concerns
- Conducting regular reviews of service
- Performing technology project services
- Performing T&M work (non-project) for assigned clients
- Accountability for ensuring the successful management of client server and desktop agent counts
- Communication with accounting team for timely/accurate billing
- Accountability for ensuring documentation management for clients
- Compliance with all company policies, procedures, and standards
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