Technical Account Manager

Summary:

Acts as the core point of contact between Egenera customers and evaluations for all aspects of the support lifecycle. Teaming with sales and sales engineering the TAM will transition the account into support during the milestone of installation.  Working closely with technical support and engineering TAMs will manage all support cases through to resolution as the customer advocate in steady state and crisis situations.  Additionally TAMs are the customers primary source for feedback on Egenera platform changes & upgrades meeting with their accounts regularly to present this data.

Responsibilities and Duties

• Manage all Open Cases; owns and leads problem resolution plans, timely ticket updates, planning of field activities, and post mortem reporting.
• Host regular meetings with the customer for ticket reviews and account reviews.
• Introduce, advocate and plan the implementation of Egenera code updates.
• Lead the management critical issues for their accounts when needed.
• Aggressively document and organize processes, information, and customer data for storage and presentation to the customer.  Including but not limited to Issue resolution plans, internal status updates, customer case updates, customer specific field processes, and customer profiles
• Introduce, advocate and plan the Implementation of the Axeda call home system for all his/her accounts.
• Maintains awareness of existing or potential customer software and machine situations. Proactively alerts customer and manager of potential problems based upon strong working knowledge of software and hardware compatibility within the customer's environment.
• Represent Egenera in a professional manner projecting a "larger than life" impression of Egenera's support services at all times.
• Maintain a strong relationship with Third Party Service providers.
• May occasionally be called upon to act as a back up on implementations or to provide team leadership on specific implementations
• May participate, as needed, as a technical expert in the pre-sales qualification and will assist with the delivery of the technical architectural design, strategies and plans that will be a delivered in the engagement.

Skills Required:

• BS Degree in Computing Science or similar field
• 3+ years experience in customer service organization focused on external customers
• Experience working in mission critical data center operations at the enterprise level
• Excellent written and verbal communication skills
• Excellent presentation skills
• Strong foundation in SAN and NAS environments
• Demonstrated ability to manage projects outside of direct reporting structure
• 3+ years of system administration skills in Linux and Windows technology
• Ability to operate in a fast paced, dynamic work environment
• Must be able to function effectively with multiple critical deadlines, prioritize and multi-task
• Must have outgoing personable customer oriented style,
• Must have a valid driver's license and be willing to travel up to 30 percent of the time

Contact Egenera about this job: Please send your cover letter and resume to jobs@egenera.com.