ASG Technical Account Manager

$100,000 - $160,000/Yr

Shi International Ltd - Little Rock, AR

Full-time - Mid Level

Remote - Little Rock, AR

5,001-10,000 employees

Furniture, Home Furnishings, Electronics, and Appliance Retailers

About the position

The Technical Account Manager (TAM) on the Managed Services team at SHI serves as the primary point of contact for clients, focusing on proactive post-sales activities related to SHI's Managed Services. The TAM is responsible for driving customer adoption of Azure and AWS platforms, ensuring customer satisfaction, and identifying additional service opportunities. This role requires a strong technical understanding of the customer's environment and involves regular business reviews to maintain relationships and uncover new opportunities.

Responsibilities

• Drive customer adoption of Azure and AWS platforms.
• Act as the primary point of contact for non-support-related inquiries within SHI's Managed Services portfolio.
• Ensure overall customer satisfaction with Managed Services platforms and services.
• Manage customer contract renewals, true-ups, and billing items.
• Serve as the primary point-of-contact for all SHI Teams including Sales, Support, and Services.
• Act as an escalation point for customer concerns.
• Collaborate with the customer's SHI sales executive to address procurement needs.
• Coordinate regular customer cadence calls to establish account and platform adoption plans.
• Maintain subject matter expertise on the customer's supported IT environment.
• Uncover areas for future Managed Services and position SHI capabilities.
• Coordinate out of scope requests with project management and Managed Services teams.

Requirements

• 5+ years in a Technical Account Management, Engineering, or similar technical role with expertise in Azure and AWS environments.
• Cloud engineering experience in Azure and AWS.
• Experience in cloud service desk or related technical support in Azure and AWS.
• Foundational, Associate, and Advanced certifications in Azure or AWS preferred.
• Completed Bachelor's degree or equivalent knowledge and work experience.
• Minimum of 3 years in a Technical Account Management or similar role.

Nice-to-haves

• Foundational certifications in Azure or AWS within 90 days of employment.

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• 401K
• Flexible spending account