Associate Lead Technical Account Manager (TAM) - Client Relationship

Role & responsibilities

Title: Associate Lead Technical Account Manager (TAM) - Client Relationship

Function: Managed Services

Location: Chennai

Company: www.adaniconnex.com

Preferred candidate profile

Technical Account Manager (TAM) is responsible for maintaining relationships with clients, addressing their technical needs, as well as finding opportunities for positioning additional services.

Responsibilities

• Build and maintain strong relationships with assigned accounts by becoming a trusted advisor.
• Understand customer needs and challenges and align them with services provided.
• Regularly communicate with stakeholders setting expectation on the services, SLAs and managing service delivery.
• Keep documentation on customer environments updated.
• Identify opportunities for upselling additional services.
• Become customer advocate within the organization.
• Building long-term relationships.
• Handle first level escalation for the assigned customer accounts.

Technical Experience

• In-depth understanding of VMware products, Networking and Cloud Infrastructure – Server, Storage, Network devices.
• Level 3 understanding of Operating systems – Windows, Linux.
• OEM certification is a plus – Microsoft, Cisco etc.

Project Management

• Manage onboarding of customers ensuring implementation of the services subscribed.
• Oversee ongoing service delivery and monitor related KPI’s
• Identify and manage risk and scope.
• Report on service performance and customer satisfaction metrics.

Communication and Collaboration

• Excellent written and verbal communication skills tailored to both technical and non-technical audience.
• Strong collaboration skills working effectively with internal teams.
• Ability to effectively manage and prioritize multiple tasks and deadlines.

Qualifications

• Bachelor’s degree in computer science, Information technology or equivalent.
• Overall 10+ years of experience in technical support and account management, preferably managed services.