Technical Account Manager

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Act as the main technical contact for post-sales support for assigned enterprise clients.

• Foster trusted relationships with customers and advocate for their needs within Legrand.

• Perform regular check-ins with customers and conduct quarterly reviews of business health.

• Assist customers in achieving their business goals and maximizing the value of solutions.

• Support customer reference activities to enhance long-term loyalty.

• Manage and monitor post-sales technical escalations until resolution.

• Ensure that support cases advance toward timely resolutions.

• Diagnose technical issues and determine appropriate resolution paths.

• Coordinate problem resolution across Support, Engineering, Product Management, and other internal teams.

• Work with development teams to identify, replicate, document, and resolve product defects while managing customer expectations.

• Provide recommendations for firmware and software updates and assist with deployment planning.

• Coordinate cross-functional project teams, including Professional Services, Product Management, Engineering, and Support.

• Facilitate communication between customers and internal stakeholders.

• Collaborate with Product Management to document and prioritize customer requirements.

• Align future product directions with customer business and technology roadmaps.

• Develop and maintain strategic plans for customer success.

• Identify opportunities for account growth and expanded solution adoption.

• Monitor customer activities, resource usage, and account status.

• Report on customer escalations and metrics related to account health.

• Identify and document operational processes that enhance customer success and scalability.

• Lead technical meetings, consultations, and product demonstrations.

• Educate customers on platform capabilities, best practices, and new features.

• Assist in planning and implementing deployment activities.

• Provide updates to ensure customers meet deployment and operational timelines.

⛳️ Requirements

• Bachelor’s degree in Business or a related field, or an equivalent combination of education and experience.

• 5-10 years of experience in a customer-facing role, such as enterprise customer support, technical consulting, or a similar technical account management position.

• Excellent written, verbal, and presentation skills.

• Ability to communicate effectively with technical teams, business leaders, senior executives, and C-level stakeholders.

• Proven skills in project management and cross-functional collaboration in both in-person and virtual settings.

• Strong analytical and problem-solving abilities related to technical and project management challenges.

• Familiarity with Salesforce.com reporting and analysis of support case trends.

• Experience with data center infrastructure and deployment.

• Proficient in Linux administration and user-level experience.

• Understanding of network configuration, integration, and diagnostics, including TCP/IP and HTTP(S).

• Experience troubleshooting SNMP environments, including MIB interpretation and mapping, SNMP sets/gets/walks/traps, and MIB browser tools.

• Experience with VMware ESX/ESXi, Hyper-V, Proxmox, and KVM.

• Strong organizational skills to manage multiple customers, projects, priorities, and commitments simultaneously.

• Ability to troubleshoot technical issues and coordinate resolution paths.

• Strong customer relationship management skills with a customer-first approach.

• Preferred: previous experience as a Linux System Administrator.

• Preferred: experience in enterprise-level data center support.

• Preferred: experience coordinating customer deployments involving multiple technical stakeholders.

• Preferred: experience collaborating with Product Management and Engineering teams to influence product enhancements.

• Preferred: strategic account planning and business development experience.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance coverage.

• Generous employer 401K matching.

• Paid time off (PTO) and holiday pay.

• Short-term and long-term disability benefit plans.

• Above-benchmark paid maternity and parental leave.

• Bonus opportunities aligned with the Company’s incentive plans.

• Paid time off for volunteering.

• Access to an Employee Resource Group network.