Technical Account Manager

Overview:

As a Technical Account Manager (TAM), you will function as a customer advocate and trusted advisor resource for ePlus focusing on On-Premises Storage, Cloud Storage, and Data Center Managed Services offerings. You will be a key contributor in the onboarding, support services, adoption, training, and executive customer service briefing reviews. This is an individual contributor role, with focus on technical aspects of the program management for Customer accounts.

Responsibilities:

YOUR IMPACT

The essential functions of this position include:

• Deliver monthly and quarterly service business reviews to align business and technical goals across multiple stakeholders.
• Ownership of service onboarding, including understanding of expected client objectives, implementation of services, and documentation of ongoing support operations.
• Own the overall post-sales service delivery relationship with key customers with complete responsibility for Customer Experience (CX) within your accounts.
• You will be required to own and drive service value delivery, technical and CX issues management, escalations, and resolution.
• Establish yourself as a trusted advisor, advocate, and subject matter expert to support ePlus Managed Services offerings.
• Develop a deep understanding of ePlus Managed Service Center (MSC) and Managed Services offerings.
• Be proactive in highlighting and suggesting areas for improvement in the regional procedures, structure, reporting, etc.
• Propose ideas and solutions to help improve functional areas.
• Up to 25% travel to visit customers for Executive briefings as needed.
• Monitor and advise Customer on the service subscription usage for the assigned Customer accounts.

QUALIFICATIONS

• 3+ years’ experience in customer-facing, relationship management role. Prior experience in TAM, CSM, Professional Services, or Sales Engineering roles preferred.
• 3+ years’ experience in enterprise data center and/or cloud environments with a strong understanding of technical account management and business critical application support
• Bachelor’s Degree in Computer Science, Engineering or related field, or equivalent technical experience is required
• Excellent communication, project management, presentation, and problem-solving skills required with the ability to build trusted partner relationships.
• Ability to scale from technical engagements and guidance to mid-level IT management interaction.
• Ability to manage multiple projects and tasks, determining project urgency and execute detailed action plans in collaboration with customers and stakeholders. Any of the following would be a bonus: ITIL, PMP, PMI, Six Sigma certifications, and/or any Enterprise Storage vendor certifications: Pure, NetApp, EMC/Dell, HP, or others.
• Written and verbal communication skills; including the ability to clearly articulate technical issues to both technical and non-technical audiences, and also explain the impact in business terms, reports and presentations to executives within Partner and Customer Organizations
• Demonstrated ability to handle critical issues, drive discussion and present internal and customer issues at the executive level
• Excellent oral, written, and presentation skills
• Strong attention to detail, technical analysis and reporting.
• Must be located in US to support periodic on-site customer visits as needed

POSITION SPECIFICS

The initial base salary range for this position is expected to be between $100,000 and $130,000 annually. The final base salary offered will be determined by multiple factors, including, but not limited to, job-related knowledge, depth of experience, skills, certifications, and geographic location. In addition to base salary, our compensation package may include other components such as commissions and discretionary bonuses.

ePlus offers a full range of medical, financial, and/or other benefits (including 401(k) eligibility, employee stock purchase program and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an offer of employment is extended. ePlus Benefits highlights can be viewed here.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Notice to Recruiting Agencies: ePlus only accepts unsolicited resumes when presented directly by a candidate. Unsolicited resumes submitted to ePlus from any other source will be considered ePlus property and will not qualify for any placement or referral fees. ePlus will only pay such fees in connection with a valid written agreement between ePlus and the referring agency, and then only after providing advance written approval to the referring agency to submit resumes in connection with a particular opportunity.

PHYSICAL REQUIREMENTS

While performing this role, you will engage in both seated and occasional standing or walking activities. We provide reasonable accommodations, in accordance with relevant laws, to support success in this position.

By embracing our values, you will contribute to our collective mission of making a positive impact within our organization and the broader community. We understand that this job description serves as a guide and is not an employment contract.

CORPORATE VALUES

Respectful communication and cooperation: We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect.

Teamwork and employee participation: Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers.

Work/life balance that supports our employees’ varying needs: We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.

Embracing communities: We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.

COMMITMENT TO DIVERSITY, INCLUSION AND BELONGING

We are an equal opportunity employer that does not discriminate or allow discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law.

ePlus is dedicated to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes our employees feel comfortable bringing their full, unique selves to work.

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