Technical Account Manager (Remote)

Logically•Dublin, OH

3d•Remote

About The Position

The Technical Account Manager provides presales and customer-lifecycle support and advocacy for assigned customers. Acting as a technology adviser to prospective customers and existing client-account representatives, this role supports the sales process and develops and maintains long-term customer relationships. The position works across internal departments and reports to sales leadership. It is remote and requires 25% travel.

Requirements

6–9 years of experience in sales engineering or IT in the managed services, professional services, or security industry.
At least 2 years of experience in a customer-facing role, ideally with presales exposure.
Comprehensive knowledge and technical background in managed-services products and offerings, IT ecosystem technologies (such as Dell, HP, VMware, and SQL), and the capabilities of technology development teams.
Working knowledge of site and central IT technologies provisioned under the service and product portfolio.
Understanding of technical relationships between infrastructure technologies and current applications in the product and service portfolio.
Advanced knowledge of application, data, and infrastructure architecture disciplines.
Understanding of architecture and design across systems.
Business acumen and ability to translate business requirements into technical solutions.
Ability to remain flexible and calm under stress while managing multiple priorities.
Active listening and excellent oral and written communication skills, including the ability to handle difficult conversations.
Sound problem-solving skills and persistence in generating options and selecting the best solution.
Ability to build trust-based relationships that enable collaboration and cooperation with team members and internal and external stakeholders.
Ability to communicate effectively verbally and in writing with customers and various levels of management.
Ability to manage multiple projects in a fast-paced environment.
Team-player mentality and willingness to share knowledge.
Bachelor’s degree in computer science, computer engineering, or a related field preferred.
Experience with a CRM; ConnectWise, Salesforce, or Microsoft Dynamics preferred.

Nice To Haves

Bachelor’s degree in computer science, computer engineering, or a related field.
Certifications in Dell, HP, VMware, and Hyper-V.
Presales exposure in a customer-facing role.
Experience with ConnectWise, Salesforce, or Microsoft Dynamics CRM.

Responsibilities

Support presales site activities, including preliminary site visits and coordinating trial tests and preparation.
Prepare and deliver technical presentations explaining how products and services work.
Work with customers and engineers to ensure equipment meets system requirements.
Coordinate with the sales team to understand customer demands and provide sales support as needed.
Secure orders, ensure product standards, and help assure product delivery.
Establish customer rapport and acceptance.
Plan product modifications to meet customer demands.
Help clients resolve product-usage problems.
Recommend new or improved products and explain potential cost-effectiveness.
Support presales activities, proposal generation, product positioning, solution offerings, and responses to technical clarifications.
Provide presales assistance to the Sales team in support of sales targets while adhering to cost-of-sales objectives.
Participate in SLA document completion, 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 with identifying and analyzing potential partnership opportunities and distribution channels.
Monitor assigned account activities, including trouble tickets, bill disputes, reports, and collections, and follow up to research, facilitate, and ensure resolution.
Travel 25% of the time.