The Technical Account Manager will own customer relationships for all of Rackspace Managed Security (RMS) products. Additionally, the Technical Account Manager will do the following:
JOB COMPLEXITY: Strong technical/product knowledge. Knows who to contact internally for escalations. May manage a moderately complex account load. Ability to handle day-to-day a.m. tasks independently. Ability to conduct implementation calls and lead customer visits. Ability to present written and verbal proposals and grow the installed base. Ability to use negotiating skills. Understand invoicing, contracts, proposals and renewals. Escalates with guidance and receives escalations. Somewhat involved in the interview process. Excellent creative problem-solving abilities, coupled with a desire to take on responsibility. Evaluates, defines and influences internal processes; recommends and implements process changes. Provides training and mentoring to less experienced peers. Intelligently speak to customer technology capabilities, possibilities and pitfalls -- recognizes, understands why and how to fix. Owns coordination with the support team to ensure customer satisfaction. Recognizes gaps based on customer's current build and analyzes for future gaps based on proposed changes, knows why specific options will work for customers and can explain the difference in recommendations. Can guide customer through how to implement options. Advanced understanding of technology partners and how they can assist our customers; facilitates relationship with external RAX partners.
SUPERVISION: Works independently with minimal supervision; overall review based on the attainment of stated goals and objectives. Capable of conducting solo account reviews/customer visits. Provides mentoring/training/coaching to lower level TAMs and AMs. Recieves escalations from lower level peers.
EXPERIENCE/EDUCATION: High school diploma or equivalent required. Bachelor's degree preferred. 3 - 5 years relevant service/relationship management experience including a minimum of 2 years RAX experience in a customer facing technical support or account management role acting as an advisor to customers. Experience independently analyzing, troubleshooting, and problem solving customer issues. Experience handling multiple tasks.
PHYSICAL DEMANDS: General office environment. May require long periods sitting and viewing a computer monitor. Moderate levels of stress may occur at times. No special physical demands required. Occasional domestic travel, less than 10%.