Technical Account Manager

Technical Account Manager (TAM) is responsible for maintaining relationships with clients, addressing their technical needs, as well as finding opportunities for positioning additional services Responsibilities

• Build and maintain strong relationships with assigned accounts by becoming a trusted advisor.
• Understand customer needs and challenges and align them with services provided.
• Regularly communicate with stakeholders setting expectation on the services, SLA’s and managing service delivery.
• Keep documentation on customer environments updated.
• Identify opportunities for upselling additional services.
• Become customer advocate within the organization.
• Building long-term relationships.
• Handle first level escalation for the assigned customer accounts.

• In-depth understanding of VMware products, Networking and Cloud Infrastructure – Server, Storage, Network devices.
• Level 3 understanding of Operating systems – Windows, Linux . OEM certification is a plus – Microsoft, Cisco etc.

• Manage onboarding of customers ensuring implementation of the services subscribed.
• Oversee ongoing service delivery and monitor related KPI’s
• Identify and manage risk and scope.
• Report on service performance and customer satisfaction metrics.

• Excellent written and verbal communication skills tailored to both technical and non-technical audience.
• Strong collaboration skills working effectively with internal teams.
• Ability to effectively manage and prioritize multiple tasks and deadlines.

• Bachelor’s degree in computer science, Information technology or equivalent.
• Overall 10+ years of experience in technical support and account management, preferably managed services.