Technical Account Manager
The Judge Group Inc.

Job Info

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Location: REMOTE
Description: Our client is currently seeking a Technical Account Manager
Job Description:

As the single point of contact for the customer, the Technical Account Manager must build strong relationships internally as well as with the customer. The customer will rely on the person in this role to insure a smooth and satisfying support experience every time.

Duties including but not limited to:

• Be aware at all times of the state and status of your customer's support cases

• Assist customer account teams with new opportunities at the customer

• Travel to customer sites for meetings and to work closely with on site customer technical resources

• Work with customer on recommendations and best practices for usage, operations, and maintenance of existing systems

• Assist IT administrators with gathering log data, collect stats, perform test, and assist in problem isolation to help drive quick resolution to business critical issues

• Notification of upcoming releases/patches and work with IT administrators to prioritize updates consistent with operational needs

• Interface with technical experts for advice, tips, techniques to better manage and maximize the capabilities of DDN solution

• Provide improvement and optimization recommendations, keep customer abreast of technical service bulletins and software updates

• Coordinate with deployment and installation teams on new hardware and software additions or reconfigurations.

• Be the communication escalation between the customer and Technical Support

• Plan and manage maintenance windows with the customer to insure necessary repairs and upgrades are handled within the downtime window

• Manage escalations either from the customer or from Technical Support

• Monitor the support cases for the customer and in some situations monitor the customer systems and generate cases when necessary

• Assist customer in planning and implementation of system upgrades

• Communicate case status when appropriate

• Generate monthly metrics and communicate to the appropriate audience

• Assist in the preparation of Quarterly Business Reviews if the customer requests them

• In general insure a smooth experience for the customer

Qualifications

• Strong communication skills

• Strong Microsoft Office capabilities - Word, Excel and PowerPoint

• A minimum of a Bachelor's degree

• Experience in managing challenging customers

• 10+ years technical expertise in storage related products

• Experience in a parallel filesystem such as GPFS (Spectrum Scale) or Lustre desired

Contact: tbennett@judge.com

This job and many more are available through The Judge Group. Find us on the web at www.judge.com

This job has expired.