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: ***/careers
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
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
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
Unique Requirements
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 LocationsUS-Remote
Requisition ID2024-17053
Approved Min (Total Target Comp)USD $100,000.00/Yr.
Approved Max (Total Target Comp)USD $160,000.00/Yr.
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