MSC Technical Account Manager (Req #1462)

Overview

As a Technical Account Manager, you will act as a customer advocate and trusted advisor for ePlus, focusing on Cloud and Data Center Managed Services offerings.

What you'll do

• Deliver monthly and quarterly service business reviews to align business and technical goals across multiple stakeholders.
• Own service onboarding, including understanding expected client objectives, implementing services, and documenting ongoing support operations.
• Own the overall post-sales service delivery relationship with key customers, with complete responsibility for total customer experience within your accounts.
• Own and drive service value delivery, issues management, escalations, and resolution.
• Establish yourself as a trusted advisor, advocate, and subject matter expert for ePlus Managed Services offerings.
• Develop a deep understanding of ePlus Managed Services offerings.
• Proactively highlight and suggest areas for improvement in regional procedures, structure, and reporting, and propose ideas and solutions to improve functional areas.
• Travel up to 25% to visit customers for executive briefings as needed.

What you'll need

• 3+ years' experience in a customer-facing, relationship management role.
• 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.
• Excellent communication, project management, presentation, and problem-solving skills, 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, determine project urgency, and execute detailed action plans in collaboration with customers and stakeholders.
• Written and verbal communication skills, including the ability to clearly articulate technical issues to technical and non-technical audiences and explain 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 the US to support periodic on-site customer visits as needed.

Nice to have

• Prior experience in TAM, CSM, Professional Services, or Sales Engineering roles.
• ITIL, PMP, PMI, or Six Sigma certifications.

Details

• Remote, US.
• Up to 25% travel for customer executive briefings as needed.
• Must be located in the US to support periodic on-site customer visits.
• Base salary range expected to be $130,000 to $160,000 annually; base pay may vary based on market location, job-related knowledge, skills, and experience.
• At-will position.