Technical Account Manager

3 weeks ago

Chennai, India AdaniConneX Full time
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, SLA’s 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.

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