ASG Technical Account Manager

Job Summary

The Technical Account Manager on the Managed Services team serves as clients' main point-of-contact for proactive post-sales managed services activities for SHI Managed Services in the ASG Product & MSP Group.The TAM is responsible for driving customer adoption of the Azure and AWS platforms and acts as the customer's primary point of contact for all non-support-related inquiries within SHI's Managed Services portfolio.The TAM maintains a technical understanding of the customer's environment to serve as a subject matter expert on the customer's managed IT environment. The TAM conducts regular business reviews with customers and SHI Account teams to ensure customer satisfaction and uncover additional product and service opportunities via SHI or MSP partner services, programs, or offerings.

About Us

Founded in 1989, SHI International Corp. is a $14 billion global provider of IT solutions and services, and currently has over 6,000 dedicated employees worldwide.

To learn more about SHI International Corp, visit our website:

What SHI Can Offer:

World Class Facility includes on site gyms and cafeterias

Ongoing opportunities for personal and professional growth and development due to our strong promote from within philosophy

Work in an up-beat, creative, and fun environment

Benefits including medical, vision, dental, 401K, and flexible spending

Responsibilities

Include but not limited to:

The TAM is responsible for driving customer adoption of the Azure and AWS platforms and acts as the customer's primary point of contact for all non-support-related inquiries within SHI's Managed Services portfolio

Ensuring overall customer satisfaction with Managed Services platforms and services

Managing customer contract renewals, true-ups, and other services billing items

Serving as the customer's primary point-of-contact for all SHI Teams including Sales, Support, Services, and others, to address customer needs

Serving as an escalation point for customer concerns

Collaborating with the customer's SHI sales executive to address customer procurement needs

Collaborating with project management, sales, and other technical resources to successfully complete customer onboarding projects

Coordinating regular customer cadence calls with the customer and internal resources to establish an account plan and platform adoption plan for each customer

Establishing and maintaining subject matter expertise on the customer's supported IT environment

Uncovering areas of future Managed Services and positioning SHI capabilities

Collaborating with the project management and Managed Services teams to coordinate out of scope requests for customer environments.

Preferred Skills:

5+ years in a Technical Account Management, Engineering, or similarly technical role that requires expertise in supporting customers in Azure Cloud and AWS Cloud environments

Cloud engineering experience in Azure and AWS

Cloud service desk or other related technical support experience in Azure and AWS

Foundational, Associate, and Advanced certifications in Azure or AWS

Qualifications

Completed Bachelor's degree or equivalent knowledge and work experience

Minimum of 3 years in a Technical Account Management, Engineering, or similarly technical role that requires expertise in supporting customers in Azure Cloud and AWS Cloud environments.

Required Skills

Excellent customer service and conflict resolution skills

Ability to understand and explain how clients can use SHI's AWS and Azure cloud technology and other Managed Services and products to meet business objectives

Demonstrated work ethic, including a strong sense of initiative, ownership, and accountability

Demonstrated operational excellence including SOW and scope management

Excellent interpersonal, presentation, communication, and organizational skills

Demonstrated ability to handle diverse situations and rapidly changing priorities

Ability to collaborate and communicate effectively, clearly, and concisely with customers and colleagues at all organization levels

Ability to meet agreed-upon deadlines and communicate about roadblocks

Ability to multitask and complete tasks with efficiency and accuracy

Willing to obtain Foundational certifications in Azure or AWS within 90 days of employment

Unique Requirements

Up to 20% travel required for customer meetings, training and corporate events

Additional Information

Equal Employment Opportunity - M/F/Disability/Protected Veteran Status

The estimated pay range for this position $100,000 -$160,000, which includes a base salary and bonuses. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location, and therefore will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

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Job Locations US-Remote

Requisition ID

Approved Min (Total Target Comp) USD $100,000.00/Yr.

Approved Max (Total Target Comp) USD $160,000.00/Yr.

Compensation Structure Base Plus Bonus

Category Inside/Outside Sales