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Job Title
Technical Account Manager
Company
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Job Description
Position Summary
NTT America is offering a compelling and rewarding career opportunity for a highly talented, motivated and energetic Technical Account Manager-Sr(TAM) to support enterprise level hosting/networking customers throughout the entire customer lifecycle. The selected candidate will be responsible for the detailed tracking and day-to-day technical management of large, complex customers with ultimate accountability for client satisfaction. The Technical Account Manager-Sr must display a rigorous work ethic and thrive in a dynamic environment. The TAM-Sr will be required to be flexible with their work schedule to support customer requirements.
Requirements
Job Details
Special Skills
Minimum 7-10 years of technical account/project management, preferably within hosting environment
Previous management experience preferred
Formal project management experience required, preferably in a hosting environment; Project Management certification strongly preferred
Strong knowledge of networks and hardware/software platforms
Highly Skilled at developing statements of work, scheduling, risk management, scope/change control, managing a team in a matrix environment and managing customer expectations
Strong interpersonal skills, sound judgment and the ability to effectively respond and resolve conflict
Requires judgment in making decisions based on company policies
Thorough knowledge of process and procedures associated with all aspects of the operations support role
General knowledge of enterprise level hosting products
Excellent problem solving skills and knowledge of Solaris, Linux, and Windows Operating Systems
Strong networking knowledge
Knowledge of TCP/IP (v4, v6), WAN/LAN topologies and protocols
Must have the ability to grasp new technical information quickly
Ability to read and interpret complex diagrams and specification requirements
Requires account management skills and experience
Ability to handle multiple tasks and work well in an intense environment
Excellent verbal and written communication skills
Must be able to work closely/effectively with others in a team oriented environment
Demonstrated customer service, leadership and team interaction skills are required
Ability to bridge technology and business goals to provide productive solutions
Duties
Thoroughly describes and documents work using NTTA’s trouble ticketing system
Resolves operational issues with systems, partners, and vendors
Provides daily contact for customer assignments
Maintains technical/physical integrity of customer solution
Responsible for change management for assigned accounts
Coordinates routine maintenance checks on customer solutions
Ensures solutions are properly monitored and completes routine audits
Educates other departments on SOPs concerning special server configurations, client escalation procedures, and site-specific solutions
Maintains customer facing operating journal of technical issues and provides periodic status updates
Facilitate ongoing customer conference calls
Responsible for SLA management
Responsible for customer relationship management
Performs quality assurance role for all customer assignments
Creates/reviews/publishes documentation communicating technical information about customer solutions (Solution Run Book)
Ensures all production activities are monitored and completed efficiently
Trains the operations team on custom customer configurations and support requirements
Handles escalated customer issues (24x7)
Work with management to establish or revise procedures and processes as necessary
Maintains an effective working relationship across internal departments by recognizing their functional objectives and keeping all lines of communication open
Maintains a working knowledge of all products, processes and systems
Facilitate and assist with the troubleshooting of escalated customer issues
Coaches lower level TAM’s and Technical Support staff
Manages very complex issues surrounding customer provisioning and satisfaction
Performs other duties as assigned.
If you are a current employee, you must apply via the company intranet. Thank you.
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Location
San Jose, CA
More Information
Education: ******
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