Technical Account Manager

Role Overview

• Support presales site activities, preliminary site visits, coordinating trial test supports / preparation
• Prepare and give technical presentations to explain to customers how the products and services work
• Work with the customers and Engineers to ensure the equipment meets the system requirements
• Communicate with the sales team to understand consumer demands and offer sales support where necessary
• Secure orders, guarantee product standards, and assure product delivery
• Establish customer rapport and acceptance
• Plan for modifications to products to meet consumer demands
• Help clients to solve problems with product usage
• Recommend new and improved products to the customers and explain how the equipment will be more cost-effective
• Understand the complexity of a fast-paced technology business and works well in a matrix organization
• Support presales activities, proposal generation, product position, solution offering, and responding to technical clarifications
• Work closely with the Sales team to provide full presales assistance in support of the successful achievement of sales targets while adhering to cost of sales objectives
• Participate in the completion of submitted SLA documents, bid coordination, prospect qualification, discovery and requirements gathering, product demonstrations, technical discussions, and design solution proposals
• Participate in “relationship retention” CRM activities
• Assist Partner Management in the identification and analysis of potential partnership opportunities and distribution channels
• Monitor assigned account activities (e.g., trouble tickets, bill disputes, reports, collections) and follow up as necessary to research, facilitate, and ensure resolution

Requirements

• Bachelor’s degree in Computer Science, Computer Engineering, or related field preferred
• 6-9 years of experience in sales engineering or IT in the managed services, professional service, or security industry
• 2+ years of experience in a customer facing role, ideally with Presales exposure
• Certification in Dell, HP, VMWare, and Hyper-V preferred
• Experience working with a CRM, preferably ConnectWise, Salesforce or Microsoft Dynamics
• Comprehensive knowledge and technical background in Managed Services product and offerings
• Variety of IT ecosystems technologies (e.g., Dell, HP, virtualization such as VMWare and SQL)
• Working knowledge of site and central IT technologies provisioned under service and product portfolio
• Understanding of the technical relationships between infrastructure technologies and current applications that are part of the product and service portfolio
• Advanced knowledge of application, data, and infrastructure architecture disciplines
• Understanding of architecture and design across all systems
• Business acumen; translating business requirements into technical solutions
• Flexible and able to remain calm in times of stress while managing multiple priorities at one time
• Active listener with excellent oral and written communication skills, as well as the ability to handle difficult conversations
• Sound problem-solving technique with ability and persistence to generate options and select the best solution
• Ability to build relationships based on trust to enable collaboration and cooperation amongst team members and internal/external stakeholders
• Ability to communicate effectively with customers and various levels of management both verbally and in written form
• Ability to manage multiple projects in a fast-paced environment
• Team player mentality and willingness to share knowledge with others.

Tech Stack

• SQL
• VMware

Benefits

• Competitive wages and benefits
• Opportunities for personal and professional development
• Supportive work environment