Technical Account Manager II
Verio Inc. - Boca Raton, FL

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Verio is offering a compelling and rewarding career opportunity for a highly talented, motivated and energetic Technical Account Manager II to support OEM hosting customers throughout the entire customer lifecycle. The selected candidate will be responsible for the detailed tracking and day-to-day technical management of OEM hosting customers with ultimate accountability for client satisfaction. The Technical Account Manager II must display a rigorous work ethic and thrive in a dynamic environment. The TAM II will be required to be flexible with their work schedule to support customer requirements.
  • Thoroughly describes and documents work using Verio’s trouble ticketing system
  • Assist in resolving operational issues
  • Provides daily contact for customer assignments
  • Maintains technical/physical integrity of customer solution
  • Responsible for change management for assigned accounts
  • Coordinates routine maintenance checks on customer solutions
  • Ensures solutions are properly monitored and completes routine audits
  • Educates other departments on client escalation and solution specific procedures
  • Maintains customer facing operating journal of technical issues and provides periodic status updates
  • Facilitate ongoing customer conference calls
  • Responsible for SLA management
  • Responsible for customer relationship management
  • Performs quality assurance role for all customer assignments
  • Creates/reviews/publishes documentation communicating technical information about customer solutions (Solution Run Book)
  • Ensures all production activities are monitored and completed efficiently
  • Trains the operations team on custom customer configurations and support requirements
  • Handles escalated customer issues (24x7)
  • Manages solution implementation
  • Maintains an effective working relationship across internal departments by recognizing their functional objectives and keeping all lines of communication open
  • Maintains a working knowledge of all products, processes and systems
  • Facilitate and assist with the troubleshooting of escalated customer issues
  • Tracks hardware usage for OEM account(s) and provides forecasts on customer's hardware usage
  • Responsible for SLA management. Works with other departments and customers to describe and document trouble tickets and improve process and procedures.
  • Attends product meetings
  • Assists manager with reporting responsibilities
  • Trains and educates customers and internal staff on customer solutions
  • Assists with coaching lower level TAM’s and Technical Support staff
  • Manages implementation, maintenance and monitoring of customer solutions
  • Performs other duties as assigned.

  • Minimum 3-5 years of technical account/project management, preferably within hosting environment

  • High level understanding of Hosting platform and technology

  • Able to develop statements of work, schedules, and manage customer expectations

  • Formal training and/or experience in project management experience preferred. Must be proficient in MS project.

  • Good knowledge of networks, including TCP/IP (v4,v6), WAN/LAN topologies and protocols

  • Knowledge of Windows/Unix System administration preferred

  • Ability to build and give presentations

  • Proficiency of Language tags/ Branding

  • Detailed understanding of IP Protocols

  • Proficient knowledge in internal systems and processes

  • Ability to provide consultative discussions

  • Excellent verbal and written communication skills

  • Excellent problem solving skills

  • Knowledge of Solaris, Linux, and Windows Operating Systems

  • Ability to read and interpret complex diagrams and specification requirements

  • Ability to bridge technology and business goals to provide productive solutions

  • Troubleshoot issues

  • Generate reports and issue tracking

  • Capacity Planning

Verio Inc. - 2 years ago - save job