• Technical Account Manager

    SHI (Dover, DE)


    About Us

     

    Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $15 billion global provider of IT solutions and services.

     

    Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next.** **But the heartbeat of SHI is our employees – all 6,000 of them.** **If you join our team, you’ll enjoy:

     

    + **Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.**

    + **Continuous professional growth and leadership opportunities.**

    + **Health, wellness, and financial benefits to offer peace of mind to you and your family.**

    + **World-class facilities and the technology you need to thrive – in our offices or yours.**

    Job Summary

    The Technical Account Manager (TAM) on the Managed Services team serves as clients’ main point-of-contact for proactive post-sales managed services activities for SHI Managed Services in the Services Managed Services Group. The TAM is responsible for driving customer adoption of the SHI Complete platforms and acts as the customer’s primary point of contact for all non-support-related inquiries within SHI’s Managed Services portfolio. The TAM maintains a technical understanding of the customer’s environment to serve as a subject matter expert on the customer’s managed IT environment. The TAM conducts regular business reviews with customers and SHI Account teams to ensure customer satisfaction and uncover additional product and service opportunities via SHI or MSP partner services, programs, or offerings.

    Responsibilities

    _ Include but not limited to:_

    + The TAM is responsible for driving customer adoption of the supported platforms and acts as the customer’s primary point of contact for all non-support-related inquiries within SHI’s Managed Services portfolio.

    + Ensuring overall customer satisfaction with Managed Services platforms and services

    + Managing customer contract renewals, true-ups, and other services billing items

    + Serving as the customer’s primary point-of-contact for all SHI Teams including Sales, Support, Services, and others, to address customer needs

    + Serving as an escalation point for customer concerns

    + Collaborating with the customer’s SHI sales executive to address customer procurement needs

    + Collaborating with customer, sales, and technical resources to successfully complete customer onboarding projects

    + Coordinating regular customer cadence calls with the customer and internal resources to establish an account plan and platform adoption plan for each customer

    + Establishing and maintaining subject matter expertise on the customer’s supported IT environment

    + Uncovering areas of future Managed Services and positioning SHI capabilities

    + Collaborating with the project management and Managed Services teams to coordinate out of scope requests for customer environments.

    + Participate in efforts to evolve the service based on customer and market demands

    Required Skills

    + Excellent customer service and conflict resolution skills

    + Ability to understand and explain how clients can use SHI’s Managed Services and products to meet business objectives

    + Demonstrated work ethic, including a strong sense of initiative, ownership, and accountability

    + Demonstrated operational excellence including SOW and scope management

    + Excellent interpersonal, presentation, communication, and organizational skills

    + Demonstrated ability to handle diverse situations and rapidly changing priorities

    + Ability to collaborate and communicate effectively, clearly, and concisely with customers and colleagues at all organization levels

    + Ability to meet agreed-upon deadlines and communicate about roadblocks

    + Ability to multitask and complete tasks with efficiency and accuracy

    + Willing to obtain Foundational technical certifications within 90 days of employment

    Preferred Skills:

    + 3+ years in a Technical Account Management, Engineering, or similarly technical role that requires expertise in supporting customers in Managed Services

    + Service desk or other related technical support experience

    + Foundational, Associate, and Advanced certifications in related technologies

    + Project management expertise

    Qualifications

    + Completed Bachelor’s degree or equivalent knowledge and work experience

    + Minimum of 3 years in a Technical Account Management, Engineering, Technical Project Manager, or similarly technical role that requires expertise in supporting customers in related technical environments.

    + Project or program management experience

    Unique Requirements

    + Up to 10% travel required for customer meetings, training and corporate events

     

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    The estimated annual pay range for this position is $100,000 - $135,000 which includes a base plus bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

     

    Equal Employment Opportunity – M/F/Disability/Protected Veteran Status