Technical Account Manager - SOC

The Technical Account Manager (TAM) is a member of the AHEAD Managed Services Client Experience team, responsible for leading our clients through the strategic and technical aspects of their IT transformation journey and helping them to successfully adopt our services. The TAM develops close relationships with Managed Services clients in order to understand their business needs, operational and technical challenges, and utilizes their technical skillset and understanding to help clients achieve the greatest value from our services.

Responsibilities

• Acts as a customer advocate and single point of contact for all technical inquiries related to our services.
• Is results driven and customer focused; “Get things done - Make things happen”.
• Establishes relationships with a named client-base and gains a deep understanding of their business needs and technical solution requirements.
• Develops IT Strategy by learning about the client’s business and advising the client on the technologies that can best support their business objectives.
• Conducts technology research and analyzes all factors to determine if the considered technology solutions are fully aligned with strategic, compliance (HIPAA, FFIEC, SOX etc.), operational priorities and business objectives.
• Performs risk analysis to help clients understand their current IT maturity level and identify gaps or shortcomings in their overall IT and security posture.
• Acts as the technical advisor during Quarterly Business Reviews, fully understands and promotes the value and direction of Managed Services.
• Assists Service Account Managers with technical reporting and technical client conversations.
• Acts as a technical liaison and escalation point between the AHEAD organization and the client.
• Creates, reviews, and maintains technical documentation and ensures information is available and accessible to all Managed Services support and engineering teams.
• Assists Client Directors with formal planning and budgeting for clients, as well as contract management and project planning
• Identifies up- and cross-selling opportunities to promote further expansion of Managed Services in existing accounts.
• Focus on integration, automation, and optimization to find technical solutions that will increase efficiency and productivity.
• Becomes a strategic player to promote customer satisfaction and client retention.
• Be able to onsite 3-4 days per week in Richmond, Virginia.

Qualifications

• 10+ years of related experience in engineering, technical sales and/or IT consulting.
• Technical and/or sales certifications desired (e.g. Cisco, Microsoft, Citrix, VMware).
• Focused experience around Windows server technologies (Office365, Remote Desktop Services, Active Directory, etc.)
• Hands-on/practical experience with the following technologies: Windows Server, Public Cloud, Active Directory, Citrix, Cisco, VMware, Dell/EMC.
• ITIL and/or Project Management certifications are a plus.
• Strong customer service skills with the ability to make good judgments and quick decisions.
• Ability to communicate complex plans and solutions effectively verbally and in writing with both customers and internally.
• Ability to effectively prioritize and execute tasks in a fast-pacing environment.
• Ability to build trusted relationships and influence Senior Leadership teams.
• Ability to collaborate with peers and work cross-function as needed with Sales and Engineering teams.
• Proven knowledge of ITIL frameworks (Incident, Problem and Change Management primarily).
• Occasional on-call and after-hours work as the business requires, expected to travel to customer sites as needed.

Education:

• Undergraduate degree and 10+ years of relevant experience preferred.