Technical Account Manager (Remote)

Logically•Dublin, OH

1d•Remote

About The Position

The Technical Account Manager provides presales and customer-lifecycle support and advocacy for assigned customers. Serving 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 with internal departments and reports to sales leadership. It is remote and requires 25% travel. The role supports presales activities, including site visits, proposals, product positioning, solution offerings, technical clarifications, discovery, requirements gathering, demonstrations, technical discussions, and solution design. It also monitors assigned account activity and helps customers resolve product-usage issues. The Technical Account Manager works closely with Sales, Engineering, Partner Management, and other teams to support customer needs and sales objectives.

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.
Experience working with a CRM; ConnectWise, Salesforce, or Microsoft Dynamics preferred.
Comprehensive knowledge and technical background in managed-services products and offerings, varied IT ecosystem technologies (such as Dell, HP, VMware, and SQL), and technology development team capabilities.
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.
Flexibility and ability to remain 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 among team members and internal and external stakeholders.
Ability to communicate effectively, verbally and in writing, with customers and management at various levels.
Ability to manage multiple projects in a fast-paced environment.
Team-player mentality and willingness to share knowledge.
Willingness to travel 25%.

Nice To Haves

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

Responsibilities

Support presales site activities, preliminary site visits, and coordination and preparation of trial tests.
Prepare and deliver technical presentations explaining how products and services work.
Work with customers and Engineers to ensure equipment meets system requirements.
Communicate with the sales team to understand customer demands and provide sales support as needed.
Secure orders, guarantee product standards, and assure product delivery.
Establish customer rapport and acceptance.
Plan product modifications to meet customer demands.
Help clients resolve problems with product usage.
Recommend new and improved products and explain their potential cost-effectiveness to customers.
Support presales activities, proposal generation, product positioning, solution offerings, and responses to technical clarifications.
Work closely with Sales to provide presales assistance 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 customer relationship-retention CRM activities.
Assist Partner Management in identifying and analyzing potential partnership opportunities and distribution channels.
Monitor assigned account activities, including trouble tickets, billing disputes, reports, and collections, and follow up to research, facilitate, and ensure resolution.
Collaborate with internal departments and operate effectively in a matrix organization.