Technical Account Manager

Responsibilities

• This position will report to the Sr VP of Operations and will serve as the primary point of contact for assigned customers to address and resolve technical issues, demonstrating a trusted commitment to delivering a superior customer experience.  
• Engage in collaborative efforts with internal teams to streamline issue resolution and maintain regular communication with leadership, client experience teams, and sales to align on customer strategies and feedback.  
• Partner with client experience teams to host quarterly reviews with customers to evaluate and ensure the precision and relevance of technical documentation, fostering an environment of continuous improvement and alignment with customer objectives, and ticket resolution.  
• Facilitate and manage customer-driven projects and system upgrades, ensuring seamless integration and minimal disruption to customer operations.  
• Maintain visibility on client environmental health and communicate effectively with external and internal teams to help ensure system uptime for assigned clients.  
• Facilitate the creation, update, and maintenance of critical support documentation such as environment designs, runbooks, and disaster recovery plans. 
• Review thorough analyses and develop strategic plans for remediation and improvement, addressing both customer and internal issues to optimize system performance.  
• Participate in On-Call rotation, demonstrating readiness and expertise to address urgent needs, while also managing additional responsibilities as required to adapt to the dynamic needs of customers and the organization.   

Education and Experience

• Associate degree in Information Technology, a related discipline, relevant certifications, or an equivalent combination of education and work experience will be considered   
• 4-7 years of experience in a technical support, system administration, engineering, or customer experience role 
• Experience working in a datacenter or managed service provider a plus   
• Experience using ServiceNow, Salesforce, and Waterfall / Kaban style project management software  
• Strong troubleshooting and problem-solving skills   
• Experience working and opening trouble tickets with vendors and / or telecom carriers   
• Excellent communication and interpersonal skills for work in a collaborative team environment   
• Capable of managing multiple projects simultaneously   
• Ability to multi-task and operate with minimal supervision, adjusting priorities accordingly   
• Able to maintain professional demeanor under stress   
• Demonstrated willingness to learn and adapt to changes in technology   
• Able to remain solution-focused and composed in high-pressure situations. 
• Demonstrated ability to learn and adapt to new technologies. 
• Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future.