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 serves as the primary point of contact for clients engaging with SHI Managed Services within the ASG Product & MSP Group. This role is pivotal in driving customer adoption of the Azure and AWS platforms, ensuring that clients receive the highest level of service and support. The TAM is responsible for managing all non-support-related inquiries, maintaining a comprehensive understanding of the customer's technical environment, and acting as a subject matter expert on their managed IT services. Regular business reviews are conducted with customers and SHI Account teams to assess satisfaction levels and identify additional opportunities for product and service enhancements through SHI or its Managed Services partner offerings. Founded in 1989, SHI International Corp. has grown into a $14 billion global provider of IT solutions and services, employing over 6,000 dedicated professionals worldwide. The company prides itself on fostering a work environment that promotes personal and professional growth, creativity, and collaboration. Employees benefit from a world-class facility that includes on-site gyms and cafeterias, as well as a strong commitment to internal promotions and career development. The TAM role is integral to maintaining customer relationships and ensuring that clients are fully leveraging SHI's Managed Services portfolio to meet their business objectives.

Responsibilities

• Drive customer adoption of the Azure and AWS platforms.
• Act as the primary point of contact for all 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 other services billing items.
• Serve as the primary point-of-contact for all SHI Teams including Sales, Support, Services, and others to address customer needs.
• Serve as an escalation point for customer concerns.
• Collaborate with the customer's SHI sales executive to address customer procurement needs.
• Collaborate with project management, sales, and other technical resources to successfully complete customer onboarding projects.
• Coordinate regular customer cadence calls with the customer and internal resources to establish an account plan and platform adoption plan for each customer.
• Establish and maintain subject matter expertise on the customer's supported IT environment.
• Uncover areas of future Managed Services and position SHI capabilities.
• Collaborate with the project management and Managed Services teams to coordinate out of scope requests for customer environments.

Requirements

• 5+ years in a Technical Account Management, Engineering, or similarly technical role that requires expertise in supporting customers in Azure Cloud and AWS Cloud environments.
• Cloud engineering experience in Azure and AWS.
• Cloud service desk or other related technical support experience in Azure and AWS.
• Foundational, Associate, and Advanced certifications in Azure or AWS.
• Completed Bachelor's degree or equivalent knowledge and work experience.
• Minimum of 3 years in a Technical Account Management, Engineering, or similarly technical role that requires expertise in supporting customers in Azure Cloud and AWS Cloud environments.
• Excellent customer service and conflict resolution skills.
• Ability to understand and explain how clients can use SHI's AWS and Azure cloud technology and other 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 certifications in Azure or AWS within 90 days of employment.

Benefits

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