MSC Technical Account Manager (Req #1462)

The posting, as ePlus Technology, inc. wrote it

Overview

As a Technical Account Manager, you will function as a customer advocate and trusted advisor resource for ePlus focusing on Cloud and Data Center Managed Services offerings. You will be a key contributor in the onboarding, support services, adoption, training, and executive customer service briefing reviews.

Your Impact

The essential functions of this position include

• Deliver monthly and quarterly service business reviews to align business and technical goals across multiple stakeholders.
• Ownership of service onboarding including understanding of expected client objectives, implementation of services, and documentation of ongoing support operations.
• Own the overall post-sales service delivery relationship with key customers with complete responsibility for total customer experience within your accounts. You will be required to own and drive service value delivery, issues management, escalations, and resolution.
• Establish yourself as a trusted advisor, advocate, and subject matter expert to support ePlus Managed Services offerings.
• Develop a deep understanding of ePlus Managed Services offerings.
• Be proactive in highlighting and suggesting areas for improvement in the regional procedures, structure, reporting, etc.
• Propose ideas and solutions to help improve functional areas.
• Up to 25% travel to visit customers for Executive briefings as needed.

Qualifications

• 3+ years’ experience in customer-facing, relationship management role. Prior experience in TAM, CSM, Professional Services, or Sales Engineering roles preferred.
• 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 is required
• Excellent communication, project management, presentation, and problem-solving skills required 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, determining project urgency and execute detailed action plans in collaboration with customers and stakeholders. ITIL, PMP, PMI, Six Sigma certifications would be a bonus!
• Written and verbal communication skills; including the ability to clearly articulate technical issues to both technical and non-technical audiences, and also explain the 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 US to support periodic on-site customer visits as needed

Position Specific

The base salary range for this position at
[…]
g needs: We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.

• Embracing communities: We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.

Commitment to Diversity, Inclusion and Belonging

• We are an equal opportunity employer that does not discriminate or allow discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law.
• ePlus is dedicated to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes our employees feel comfortable bringing their full, unique selves to work.

Physical Requirements

• While performing this role, you will engage in both seated and occasional standing or walking activities. We provide reasonable accommodations, in accordance with relevant laws, to support success in this position.
• By embracing our values, you will contribute to our collective mission of making a positive impact within our organization and the broader community. We understand that this job description serves as a guide and is not an employment contract.

ePlus maintains a California Consumer Privacy Act (CCPA) Privacy Notice on our Trust Center, available here: CCPA Privacy Notice .

Notice to Recruiting Agencies: ePlus only accepts unsolicited resumes when presented directly by a candidate. Unsolicited resumes submitted to ePlus from any other source will be considered ePlus property and will not qualify for any placement or referral fees. ePlus will only pay such fees in connection with a valid written agreement between ePlus and the referring agency, and then only after providing advance written approval to the referring agency to submit resumes in connection with a particular opportunity.