The Technical Account Manager on the Managed Services team serves as clients’ main point-of-contact for proactive post-sales managed services activities for SHI Managed Services in the ASG Product & MSP Group. The TAM is responsible for driving customer adoption of the SHI Complete and SHI Connect platforms and acts as the customer’s primary point of contact for all non-support-related inquiries within SHI’s Managed Services portfolio. The TAM maintains a technical understanding of the customer’s environment to serve as a subject matter expert on the customer’s managed IT environment. The TAM conducts regular business reviews with customers and SHI Account teams to ensure customer satisfaction and uncover additional product and service opportunities via SHI or MSP partner services, programs, or offerings.
This position is required to report to the SHI Austin, TX office location as determined by SHI management
About UsFounded in 1989, SHI International Corp. is a $12 billion global provider of IT solutions and services, and currently has over 5,000 dedicated employees worldwide.
To learn more about SHI International Corp, visit our website: www.shi.com/careers
What SHI Can Offer:
World Class Facility includes on site gyms and cafeteriasOngoing opportunities for personal and professional growth and development due to our strong promote from within philosophyWork in an up-beat, creative, and fun environmentBenefits including medical, vision, dental, 401K, and flexible spending ResponsibilitiesInclude but not limited to:
Driving and expanding customer adoption of the Azure and AWS Cloud platforms, other SHI Managed Services, and related best practicesEnsuring overall customer satisfaction with Managed Services platforms and servicesManaging customer contract renewals, true-ups, and other services billing itemsServing as the customer’s primary point-of-contact for all SHI Teams including Sales, Support, Services, and others, to address customer needsServing as an escalation point for customer concernsCollaborating with the customer’s SHI sales executive to address customer procurement needsCollaborating with project management, sales, and other technical resources to successfully complete customer onboarding projectsCoordinating regular customer cadence calls with the customer and internal resources to establish an account plan and platform adoption plan for each customerEstablishing and maintaining subject matter expertise on the customer’s supported IT environmentUncovering areas of future Managed Services and positioning SHI capabilitiesCollaborating with the project management and Managed Services teams to coordinate out of scope requests for customer environments. Qualifications Completed Bachelor’s degree or equivalent knowledge and work experienceMinimum of 3 years in a Technical Account Management, Engineering, or similarly technical role that requires expertise in supporting customers in Azure Cloud and AWS Cloud environments. Required Skills Excellent customer service and conflict resolution skillsAbility to understand and explain how clients can use SHI’s AWS and Azure cloud technology and other Managed Services and products to meet business objectivesDemonstrated work ethic, including a strong sense of initiative, ownership, and accountabilityDemonstrated operational excellence including SOW and scope managementExcellent interpersonal, presentation, communication, and organizational skillsDemonstrated ability to handle diverse situations and rapidly changing prioritiesAbility to collaborate and communicate effectively, clearly, and concisely with customers and colleagues at all organization levelsAbility to meet agreed-upon deadlines and communicate about roadblocks Ability to multitask and complete tasks with efficiency and accuracyWilling to obtain Foundational certifications in Azure or AWS within 90 days of employmentPreferred Skills:5+ years in a Technical Account Management, Engineering, or similarly technical role that requires expertise in supporting customers in Azure Cloud and AWS Cloud environmentsCloud engineering experience in Azure and AWSCloud service desk or other related technical support experience in Azure and AWSFoundational, Associate, and Advanced certifications in Azure or AWS Unique Requirements Up to 20% travel required for customer meetings, training and corporate events Additional Information Equal Employment Opportunity – M/F/Disability/Protected Veteran StatusThe estimated pay range for this position $100,000 -$160,000, which includes a base salary and bonuses. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location, and therefore will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending. Options Apply for this job onlineApplyShareRefer a friend to this jobRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed Need help finding the right job? We can recommend jobs specifically for you! Click here to get started. Application FAQsSoftware Powered by iCIMS
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