Technical Account Manager (TAM)

We are looking for a full time Technical Account Manager to join our team in Central Arkansas.

JOB SUMMARY:

The TAM is the hub of the operational wheel from a client viewpoint. The TAM oversees a set of clients from an operational level and assures service delivery is being performed to deliver on contractual items, while identifying areas for optimization and growth. The TAM works in close alignment with the Client Relationship Manger (CRM) who oversees account sales. Together, the TAM and CRM are the leadership team for a given set of accounts to provide strategic direction, growth, and technical vision.

ARE YOU LOOKING FOR A CAREER UPGRADE?

HERE’S WHY WE THINK YOU’LL LOVE IT HERE.

Grow your career with hands-on learning, paid certification training, career roadmaps and access to a team of experts in the field.
You’ll love who you work with. At Edafio, your intelligent and passionate colleagues are more than just coworkers — they’re friends.
As one of Arkansas’s Best Places to Work for five years running, we’re serious about fostering a culture of transparency and helpfulness.

We are always on the lookout for talented and passionate people that have what it takes in both aptitude and empathy to be a true contributor. With that in mind, we go to great lengths to ensure new contributors meet or exceed client expectations, as well as, live and work in alignment with our core values, which include: a commitment to our client’s success, unquestionable integrity, taking personal accountability, and a one-team approach with humility and respect.

REQUIRED SKILLS:

A proven track record of Technical Account Management or other relevant experience
Experience in managing multiple stakeholders and projects
A listener who is customer-oriented and attentive to their needs
Critical thinker and problem-solving skills
Team player
Good time-management skills
Great interpersonal and communication skills
Experience and strong knowledge in Microsoft Office
Understanding of Cloud Technologies (Public and Private) and experience consulting clients in Cloud initiatives

Required and/or Preferred Education:

Bachelor’s degree in Computer Science or relevant field (preferred)

Preferred Skills:

Experience in using sales software (i.e., Salesforce)
Experience with use of ServiceNow
ITIL Certification
Lean Six Sigma

TRAVEL:

Up to 80% locally for troubleshooting, installations, and other client support visits.

STATUS:

Full-time/Exempt / Standard Workdays & Hours (30+ hours /week) / Some on-call may be required.

PHYSICAL DEMANDS:

Must be able to sit, stand, and bend for the duration of shift. The position is mainly sitting, with occasional lifting up to 50 lbs, such as laptop, server equipment, and, driving to the work site to meet with client(s).

* This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the associate. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

SPECIFIC RESPONSIBILITIES:

Align with key executives in each set of accounts with the purpose of being the technical visionary and trusted partner for communication of strategic technical roadmaps
Provide operational oversight to assure service delivery quality and compliance with contractual commitment
Serve as the operational escalation point with assigned accounts to address technical and/or operational issues
Advocate for the client internally when technical requirements are not being met as a part of meeting account-level quality control
Evaluate client’s existing technology and application platforms to identify opportunities for continued enablement of client initiatives
Align closely with the client’s business and operations leaders, developing a technology plan to support and deploy technology solutions
Contribute to annual budget forecasting to support key client needs
Collaborate with security and operations teams to ensure client assets are protected
Work closely with all client technology stakeholders
Optimize the client’s technology spend (CAPEX and OPEX) considering the overall growth, investment, and profitability goals
Ability to assist with the design, install, configure, and support systems technologies including servers, storage, Active Directory topologies, backups as needed
Provide technical consulting to clients based on integration of new technologies into existing ecosystem
Navigate through Edafio internal teams and processes to meet client needs or requests
Work efficiently to track hours against client agreements to maintain agreement profitability.
Present regular recurring Client Summary Reports to client leadership
Technical involvement in license management (maintenance, support, general licensing requirements)
Facilitate between Edafio and client teams during Incident Response
Collaborate with CRMs on growth strategies/scoping opportunities in collaboration with sales engineers providing updated information as necessary to keep system of record current with client opportunities, selling stage and close date
Assist security team within remediating vulnerabilities and work with client to prioritize related work
Ability to stay up to date with latest technology trends
Maintains knowledge through continuing education