Technical Account Manager (Remote)

Logically•Dublin, OH

2d•Remote

About The Position

The Technical Account Manager functions as a critical contributor to the overall company success by providing pre-sale and customer lifecycle support and advocacy for assigned customers. The Technical Account Manager supports the sales process as a technology adviser to both prospective customers and representatives of currently assigned client accounts. The Technical Account Manager will display a strong commitment to developing and maintaining long-term customer relationships. The position will be expected to work with all internal departments while reporting to sales leadership. This remote role will require 25% travel.

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 with and understanding capabilities of technology development teams
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

Nice To Haves

Certification in Dell, HP, VMWare, and Hyper-V preferred

Responsibilities

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