Manager II, Strategic Technical Accounts

Ricoh Americas Holdings•Tucker, IL

About The Position

The Manager II, Strategic Technical Accounts manages a solutions implementation team and is accountable for solution oversight, billable services, customer training, and resolving application and software problems that require on-site and/or remote support. The Technical Account Manager (TAM) serves as a trusted technical and business advisor to Ricoh’s Premier Application Support Customers, providing premium leadership services aligned with customer priorities to maximize the business value of their Ricoh investments. The TAM leads and supports a Technical Account Management team of Technical Account Support Professionals, analysts, and engineers who report directly to the role. The team provides application administration services for the steady-state management of Ricoh and third-party application solutions. The TAM ensures effective processes, procedures, technical roadmaps, and escalation policies are in place; supports employee development through individual development and training plans; and promotes excellent internal and external customer satisfaction. The role develops strategic relationships with customer stakeholders, including IT directors, CTOs, CIOs, line-of-business leaders, and technology professionals. It also works with assigned employees on customer and resource management, pursues new business opportunities through proactive engagement with customers, sales, and design resources, and drives assigned services objectives and goals.

Requirements

College degree or equivalent experience.
A minimum of 5 years of management experience.
PC literacy.
Understanding of international labor laws.
Familiarity with output management software, specifically RightFax (OpenText).
Familiarity with Knowledge-Centered Service (KCS) methodology.
Strong leadership skills and the ability to motivate teams to accomplish challenging goals.
Ability to develop organizational, team, and employee competencies.
Ability to lead a geographically dispersed remote technical team.
Ability to travel as required to maintain rapport with employees and customer contacts.
Technical skills in enterprise IT architecture and design based on real-world application development and design.
Ability to work with ambiguous goals and meet or exceed aggressive deadlines in uncertain environments.
Ability to form and develop high-performing technical teams that demonstrate flexibility and accountability.
Strong interpersonal and communication skills, including public speaking and oral and written proficiency.
Ability to build high-trust partnerships with Ricoh resources.
Ability to communicate across the organization and solve problems under pressure.
Strong customer-service orientation and ability to take on a leadership role with organizational agility.

Nice To Haves

Ability to present complex technical topics to a non-technical audience.

Responsibilities

Manage, develop, and load-balance the Technical Account Team, which may include Technical Account Specialists, analysts, and engineers.
Recruit, interview, hire, and train team members to maintain appropriate staffing levels and quality.
Build a network of candidates and develop the Technical Account Management team.
Plan, coach, advise, and review team members’ progress toward individual and team utilization and profitability objectives.
Monitor team members’ technical and business skills training and development.
Work with each team member to develop a three-month plan and provide monthly updates.
Manage the team budget and P&L.
Hold the team accountable for using approved operational processes.
Attend customer Quarterly Business Reviews and Monthly Operational Review meetings, providing technical guidance and roadmap planning.
Provide solution oversight, billable services, customer training, and support for application and software problems requiring on-site and/or remote assistance.
Establish effective team processes, procedures, technical roadmaps, and escalation policies for application administration services.
Develop strategic relationships with key stakeholders in customer organizations.
Work with assigned employees on customer and resource management.
Pursue new business opportunities through proactive engagement with customers, sales, and design resources.
Drive assigned services objectives and goals.
Perform other duties as assigned.