Enterprise Technical Account Manager

at Flexential in Little Rock, Arkansas, United States

Job Description

Job Description:

This position can sit in any of the following markets: Atlanta GA, Austin TX, Charlotte NC, Dallas TX, Denver CO, Nashville TN, Philadelphia PA, Salt Lake City UT

An Enterprise Technical Account Manager (Enterprise TAM) is a senior position that supports some of our largest and most complex customers. The Enterprise TAM is a fast-paced role that requires an individual who can demonstrate leadership, a high level of attention to detail, has deep technical experience, and can deliver results. They play a critical part in driving success with our most strategic accounts.

Enterprise TAMs lead customers in adopting, implementing, and maintaining Flexential services while helping them achieve their business objectives and goals. They directly influence how our customers use Flexential services and deliver high impact transformations.

Enterprise TAMs rely on their technical credibility, leadership, and interpersonal skills to build strong customer relationships. They work with multiple geographically dispersed teams to plan and drive customer engagements successfully.

Key Responsibilities:

• Act as the primary technical advisor and advocate for your assigned customer accounts• Become a trusted asset that the customer leans on for general architectural advice and pre-empt them with value-oriented solutions• Ensure effective ownership, communication, and coordination of support service activities between Flexential teams and assigned customer accounts• Utilize interpersonal skills to continuously improve your customer relationships• Work with the team to proactively identify and qualify business opportunities, identify key customer technical objections, and develop the strategy to resolve technical roadblocks• Review customer support cases and implement solutions to help proactively mitigate future issues• Manage multiple overlapping projects and initiatives for the same customer• Ensures customer expectations are set appropriately and commitments are met on time by creating cross-team project plans and maintaining a cadence of execution with milestones, communications, and appropriate escalations• Manage all aspects of the customer account, including customer documentation and internal process improvements• Lead the effort to work through and solve complex problems. Document lessons learned and process improvement recommendations.• Track and lead customer escalations to ensure a timely resolution

• Create RCAs for impacting service events and follow up with internal teams to ensure process improvements are implemented and service gaps are resolved• Lead customer meetings, quarterly business reviews, and other service and strategic discussions• Produce executive-level reporting that includes ongoing customer initiatives/projects as well as improvements made for each strategic account• Train the customer on Flexential tools, services, and/or processes to ensure they are receiving the best value for their contract• Be a mentor and role model for your colleagues

Required Experience:• 8-10 years of experience in a client-facing technical role including Technical Support Engineer, Solutions Engineer, Technical Project Management, Technical Account Management, and/or similar• Familiarity working with customers of all sizes, especially large enterpriseorganizations• Advanced knowledge of operating and troubleshooting the followingtechnologies: cloud infrastructure, networking, DRaaS, storage (SAN), and dataprotection• Experience designing, delivering, and presenting technical solutions using industry best practices• Executive-level oral and written communication skills. Able to present to an audience of key executives and/or decision-makers clearly and engagingly• Project management experience managing multiple stakeholders and large customer, cross-functional projects with minimal guidance in a fast-paced work environment• Strategic and critical thinking skills with the ability to systematically solve problems and hypothesize possible customer solutions with little or no direct daily supervision• Have a high-level of attention to detail and the ability to continually pivot and reprioritize in a fast-paced environment• Advanced negotiation, influencing, and collaboration skills• Change, Incident, and Problem Management expertise• Have intermediate system admin skills for Linux, Microsoft Server, and SQL• Working knowledge of Microsoft Office, Visio, Customer Relationship Management and IT Service Management softwares• Travel up to 25% of the timePreferred Experience:• PMP, ITIL, Networking, System Admin, and Cloud certifications• Advanced knowledge of VMware, Zerto, Commvault, Cisco ASA, and Fortinet firewalls• Experience with Salesforce and ServiceNOW

Base Pay Range: Annualized salary range offered for this position is estimated to be $100,000-$130,000, however, the actual pay range depends each candidate’s experience and qualifications.

Variable Pay: Discretionary annual bonus, based on personal and company performance.

Benefits of working at Flexential:

+ Medical, Telehealth, Dental and Vision

+ 401(k)

+ Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)

+ Life and AD&D

+ Short Term and Long Term disability

+ Unlimited Paid Time Off (PTO)

+ Leave of Absence

+ Employee Assistance Program

+ Wellness Program

+ Rewards and Recognition Program

Benefits are subject to change at the Company’s discretion

Flexential offers flexible and essential services that help organizations optimize their journey of IT transformation while simultaneously balancing cost, scalability, compliance and security. The company, co-headquartered in Charlotte and Denver, is committed to building trusted relationships and delivering tailored solutions that suit the individual needs of its customers. Flexential is deeply invested in the success of its customers, who trust it to deliver core data center solutions of colocation and connectivity, as well as, cloud, managed solutions and professional services. Flexential’s robust suite of assets spans 21 markets and comprises 40 highly redundant and connectivity-rich data centers. For more information on Flexential, please visit Flexential is a registered trademark of the Flexential Corp.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.

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Job Posting: JC188599593

Posted On: Jul 25, 2021

Updated On: Sep 23, 2021