Sterling, VA

Technical Account Manager

North America

Reports to: Director, Information Security & Opersations

Position summary

As a Technical Account Manager (TAM), you will be customer-facing and use your technical acumen to help customers successfully adopt Winshuttle hosted products. The TAM plays a pivotal role in maintaining client satisfaction through effective support, coordination, and management of pre go-live operational readiness requirements & post launch sustainment activities. The TAM acts as an escalation point of contact for their customers and liaison between the customer and internal technical departments to identify, analyze, research, and resolve inquiries on all aspects of the solution deployed for the client.

Your previous experience with cloud infrastructure, program management, enterprise technology implementation, strategy development, and customer advocacy will play a critical part in your day to day work driving success for our most critical customers. The relationship developed with your customers will empower you to understand their needs and technical challenges and help them achieve the greatest value from their Winshuttle solution.

About Winshuttle

Are you interested in working in a fun, collaborative environment, for an award winning workplace? Winshuttle is dedicated to fostering a culture of respect and innovation to support and empower employees' ambitions. We're constantly looking for entrepreneurs who aren't afraid to think outside the box, and don't take themselves too seriously. We embrace and support our employees who seek opportunities for continued learning, inspire others, and live and breathe our core PACT values. We have a work hard, play hard mentality; we're constantly evolving lean solutions for ERP business processes by day, and dominating on the frisbee golf course by night. Our strength and competitive advantage stems from our awesome employees, and we strive to create a balanced work life that is as inspiring and rewarding as life at home. Think you might be a great fit?

Essential functions and responsibilities

  • Act as main point of contact for escalations and project launches including after-hours support through an on-call rotation
  • Advocate for customer needs to overcome adoption blockers and drive new feature development. Lead across multiple work streams and teams to maintain customer momentum.
  • Develop strategic relationships with stakeholders to understand a customer’s business and develop strategic roadmaps.
  • Work with customers and Support to guide issues/escalations to resolution.
  • Leads root cause analysis and continuous improvement initiatives
  • Lead regular business reviews and executive sessions to better understand business and technical needs of customer.
  • Drive improvements to the customer experience through collaboration with Technical Consultants, Cloud Operations, Project Management, and Customer Success Managers
  • Review customer infrastructure and operations and provide recommendations for automation, tooling, cost optimization, and improvements to architecture design
  • Educate customers on current technologies, new Mission or AWS services, and best practices
  • Manage customer contracts, Service level agreement requirements and deliverables
  • Build reports and presentations on customer account performance
  • Command of English language (reading, writing, speaking, listening & interpretation)
  • Empathetic, positive attitude with a desire to help our customers succeed
  • Exceptional communication skills, highly organized, collaborative and detail oriented
  • Results-driven mentality

Desired behaviors

  • Receptive to change – is flexible. Seeks and adopts improved approaches and processes.
  • Initiates action – is results oriented, takes responsibility for actions and outcomes. Meets commitments and strives for high performance.
  • Manages the workload – makes timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary.
  • Technically proficient – knows role and has a solid familiarity with tasks and responsibilities.
  • Takes responsibility for own learning – knows personal strengths and recognizes development needs. Is open to feedback and always seek to learn.
  • Communicates ideas – strong facilitation and written communication, proposes a way forward. Listens to views of colleagues and takes in diverse perspectives.
  • Works collaboratively – shares information, fosters teamwork and contributes to positive work environment where people want to come to work.
  • Display ethical character and competence – acts with integrity and intent, is accountable for own actions, behaves according to the PACT (People, Action, Continuous Learning, and Trust) values. Act as a good citizen of Winshuttle.

Knowledge

  • Bachelor’s degree in Computer Science, Engineering, related technical field or equivalent practical experience.

Experience

  • 4+ years of experience in a customer-facing role, interfacing with executive stakeholders, driving customer technical implementations in public/private cloud environments
  • Supporting customers in cloud operations (launch/capacity planning, product release management), technical support, and escalation management
  • Excellent communication, presentation, problem solving, and management skills, with experience translating business requirements into technological solutions.
  • Systems Administration and Networking experience
  • Experience with modern cloud technologies such as containers and serverless computing
  • Supporting cloud infrastructure and products in 24×7 support environment
  • Familiar with IT Security and Compliance
  • Experience implement ITIL based processes

At Winshuttle, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. Winshuttle is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status.

This job posting does not imply that these are the only duties to be performed. Employees occupying this position will be required to follow any other-related instructions and to perform any other job related duties requested by their supervisor. To perform this job successfully, an individual must be able to perform each essential duty and meet the physical requirements satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

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