Technical Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as a customer advocate and a trusted advisor for ePlus Cloud and Data Center Managed Services offerings.

• Assist in customer onboarding, support services, adoption, training, and conducting executive customer service briefing reviews.

• Present monthly and quarterly service business reviews that align business and technical objectives among stakeholders.

• Lead service onboarding by understanding client goals, implementing services, and documenting ongoing support operations.

• Manage post-sales service delivery relationships with key customers, ensuring a comprehensive customer experience.

• Facilitate service value delivery, handle issue management, escalations, and resolutions.

• Act as a trusted advisor, advocate, and subject matter expert in ePlus Managed Services offerings.

• Cultivate a deep understanding of ePlus Managed Services offerings.

• Identify opportunities to enhance regional procedures, structure, and reporting.

• Suggest ideas and solutions to improve various functional areas.

• Travel up to 25% to meet customers for executive briefings as required.

⛳️ Requirements

• Over 3 years of experience in a customer-facing relationship management role.

• More than 3 years of experience in enterprise data center and/or cloud environments.

• Robust understanding of technical account management and support for business-critical applications.

• Bachelor’s Degree in Computer Science, Engineering, or a related field, or equivalent technical experience.

• Exceptional communication, project management, presentation, and problem-solving abilities.

• Capability to build trusted partner relationships.

• Proficiency in scaling from technical engagements and guidance to mid-level IT management interactions.

• Ability to manage multiple projects and tasks, assess project urgency, and implement detailed action plans.

• Skill in articulating technical issues to both technical and non-technical audiences while explaining business impact.

• Proven ability to handle critical issues and present them at the executive level.

• Strong attention to detail.

• Must reside in the US to accommodate periodic on-site customer visits.

• ITIL, PMP, PMI, and Six Sigma certifications are considered a plus.

🏝️ Benefits

• Medical benefits.

• Financial benefits.

• Eligibility for a 401(k).

• Paid vacation, sick time, and personal leave.

• Discretionary bonuses.

• Commissions.

• Equal opportunity employment and reasonable accommodations.

• Support for work/life balance.