ASG Technical Account Manager

Job Summary

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 Azure and AWS 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 either the SHI Austin, TX or Somerset, NJ office location as determined by SHI management

About Us

Founded in 1989, SHI International Corp. is a $14 billion global provider of IT solutions and services, and currently has over 6,000 dedicated employees worldwide.

To learn more about SHI International Corp, visit our website:

What SHI Can Offer:

• World Class Facility includes on site gyms and cafeterias
• Ongoing opportunities for personal and professional growth and development due to our strong promote from within philosophy
• Work in an up-beat, creative, and fun environment
• Benefits including medical, vision, dental, 401K, and flexible spending

Responsibilities

Include but not limited to:

• The TAM is responsible for driving customer adoption of the Azure and AWS platforms and acts as the customer's primary point of contact for all non-support-related inquiries within SHI's Managed Services portfolio
• Ensuring overall customer satisfaction with Managed Services platforms and services
• Managing customer contract renewals, true-ups, and other services billing items
• Serving as the customer's primary point-of-contact for all SHI Teams including Sales, Support, Services, and others, to address customer needs
• Serving as an escalation point for customer concerns
• Collaborating with the customer's SHI sales executive to address customer procurement needs
• Collaborating with project management, sales, and other technical resources to successfully complete customer onboarding projects
• Coordinating regular customer cadence calls with the customer and internal resources to establish an account plan and platform adoption plan for each customer
• Establishing and maintaining subject matter expertise on the customer's supported IT environment
• Uncovering areas of future Managed Services and positioning SHI capabilities
• Collaborating with the project management and Managed Services teams to coordinate out of scope requests for customer environments.

• Preferred 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 environments
  • Cloud engineering experience in Azure and AWS
  • Cloud service desk or other related technical support experience in Azure and AWS
  • Foundational, Associate, and Advanced certifications in Azure or AWS

Qualifications

• Completed Bachelor's degree or equivalent knowledge and work experience
• Minimum 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 skills
• Ability to understand and explain how clients can use SHI's AWS and Azure cloud technology and other Managed Services and products to meet business objectives
• Demonstrated work ethic, including a strong sense of initiative, ownership, and accountability
• Demonstrated operational excellence including SOW and scope management
• Excellent interpersonal, presentation, communication, and organizational skills
• Demonstrated ability to handle diverse situations and rapidly changing priorities
• Ability to collaborate and communicate effectively, clearly, and concisely with customers and colleagues at all organization levels
• Ability to meet agreed-upon deadlines and communicate about roadblocks
• Ability to multitask and complete tasks with efficiency and accuracy
• Willing to obtain Foundational certifications in Azure or AWS within 90 days of employment

Unique Requirements

• Up to 20% travel required for customer meetings, training and corporate events

Additional Information

• Equal Employment Opportunity - M/F/Disability/Protected Veteran Status
• The 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.

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