Sr. Technical Account Manager

About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $15 billion global provider of IT solutions and services.

 

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 6,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.

• Continuous professional growth and leadership opportunities.

• Health, wellness, and financial benefits to offer peace of mind to you and your family.

• World-class facilities and the technology you need to thrive – in our offices or yours. 

Job Summary

The Senior Technical Account Manager (Sr. TAM) on the Managed Services team serves as the client’s main point of contact for proactive post-sales managed services activities for SHI Managed Services in the Services Managed Services Group. The Sr. Azure TAM is responsible for driving customer adoption of SHI's Managed Services (Microsoft Azure) and acts as the customer’s primary point of contact for all non-support-related inquiries within SHI’s Managed Services portfolio. The Sr. TAM maintains a technical understanding of the customer’s environment to serve as a subject matter expert on optimizing the customer’s managed IT environment. The Sr. TAM conducts regular business reviews with customers and SHI Account teams, is expert at leading strategic conversations with senior executives, ensures customer satisfaction with managed services, and uncovers additional product and service opportunities via SHI or MSP partner services, programs, or offerings. The Sr. TAM is recognized as a leader within the team, participates in hiring, training, and developing staff, and will provide the team with the support needed to work efficiently, meet their deadlines, and provide quality service.

Role Description

• Serve as the primary point-of-contact for clients in Managed Services, addressing non-support-related inquiries.

• Drive customer adoption and satisfaction of SHI Managed Services platforms.

• Lead strategic discussions with customers, providing actionable recommendations to enhance IT environments.

• Manage customer contract renewals, billing items, and procurement needs in collaboration with sales teams.

• Coordinate regular business reviews and cadence calls with customers and internal teams.

• Maintain technical understanding of customer environments to provide subject matter expertise.

• Identify and uncover additional product and service opportunities for customers.

• Act as an escalation point for customer concerns and collaborate across SHI teams to address needs.

• Participate in recruiting efforts and provide training and mentorship to staff.

• Evolve services based on customer and market demands, ensuring continuous improvement and growth.

Behaviors and Competencies

• Adaptability: Can adjust to changes in the work environment, manage multiple tasks, and effectively handle uncertainty.

• Collaboration: Can actively participate in team discussions, respect differing opinions, and collaborate with others to achieve common goals.

• Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.

• Customer Service: Can identify customer needs, propose suitable solutions, and handle more complex customer interactions.

• Multi-Tasking: Can identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions.

• Initiative: Can identify opportunities for improvement, propose solutions, and take action without explicit instructions.

• Interpersonal Skills: Can communicate effectively, build relationships, and resolve conflicts with others in moderate situations.

• Leadership: Can identify team dynamics, propose strategies, and take action to ensure team cohesion and productivity without explicit instructions.

• Technical Expertise: Can apply technical knowledge and skills effectively in most situations, with occasional guidance.

• Time Management: Can generally use time effectively and is working towards improving task prioritization and deadline management.

• Willingness to Learn: Can actively seek out learning opportunities but may need guidance to apply new knowledge or skills effectively.

Skill Level Requirements

• The ability to comprehend and articulate how clients can leverage SHI's Azure and other Managed Services to achieve their business goals. - Intermediate to Advanced

• The ability to develop detailed Statements of Work (SOWs) and drive revenue growth through professional services engagements. - Intermediate

• Engineering experience in Azure, and other Managed Services

Other Requirements

• Completed Bachelor’s Degree or relevant work experience required

• 5+ years in a Technical Account Management, Engineering, Technical Project Management, or similarly technical role that requires expertise in supporting customers in Managed Services

• Willingness to obtain foundational technical certifications within 90 days of employment

• Willingness to obtain an advanced certification in a related cloud discipline within one year of employment

• Project or Program Management experience

• Ability to travel 10%

The base salary for this position is $130,000 - $145,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are $145,000 - $160,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status