Technical Account Manager

Team Member Description                                                                                                   

Dizzion is creating a dynamic, innovative workforce to support our global customer base.  We do not believe in departmental silos.  At Dizzion everyone is responsible for the quote to cash customer lifecycle.  We are looking for the brightest and most talented individuals to be a part of our team.  We select self-starters that consistently execute with a positive “Can Do” attitude, strong work ethic and an unparalleled commitment to the customer.   Dizzion is founded on the principle of being there.  Be there for our team members, customers, partners and our shareholders.

The Technical Account Manager (TAM) role is critical to the success of our customers and partners.  The selected candidate will primarily be responsible for acting as the single point of contact managing the customer experience for large and complex customers and partners.  Ensure technical continuity and alignment augmenting client relations, operations and customer support staff, as well as the sales team on major technical and strategic efforts.  The TAM works hand in hand with Dizzion customers and partners to ensure they are satisfied with all aspects of the Dizzion service.  This individual will be responsible for establishing a relationship with our customers and partners and will be the face and voice of Dizzion.

Technical Account Manager Responsibilities

  • Act as the trusted technical partner to a base of strategic accounts
  • Demonstrated management and decision making skills concerning Information Systems policies, processes and procedures, with a proven track record of completing tasks and/or project within budget and on schedule
  • Ensures that effective support representation takes place for the coordination of work processes and projects with customers and partners             
  • Sets clear and achievable service delivery and quality expectations with customers
  • Leads and interacts with a distributed team on service delivery and support requirements beyond day to day tactical operations
  • Provide technical guidance to operations and support teams while managing the onboarding and support of customers
  • Engaged by sales team in the sales cycle and works with sales engineering and operations to ensure service delivery and support model success
  • Lead customer meetings, business reviews and other service and strategic discussions
  • Identify and lead unique continuous improvement activities in support of customers and partners
  • Engage with and support Operations and Support teams with maintenance and service disruption remediation efforts
  • Performs duties in a cost-effective manner to avoid resource waste without jeopardizing quality of service delivery and support
  • Innovate, find new and better ways of supporting and delivering services to customers
  • Own the customer relationship and communication; maintain positive customer relations
  • Work with the team to establish best practices that benefit and improve quality and predictability
  • Promote an environment that encourages open communication and coordination
  • Manage expectations by building relationships and communicating effectively
  • Complete weekly and other regular reports as required
  • Help establish and support a “Can Do” culture
  • Perform other job-related duties and responsibilities required by the business

Required Skills & Experience

  • World-class customer service and presentation skills
  • 10+ years in IT, in multi-discipline areas (storage, networking, virtualization, etc.)
  • 5+ years in IT consulting and complex engagement management
  • 5+ years in operational role in IT (preferable at an IT Service Provider)
  • Practical understanding of a large breadth of infrastructure technologies
  • Cloud platform, hypervisor technologies, storage solutions and VMware virtualization
  • Architectural reference models, defining requirements and use cases for proof of concept testing
  • Understanding of security principles and technologies such as firewalls, IPS and threat mitigation solutions
  • Network fundamentals, OSI model and IP communications
  • Able to function effectively and independently with ever changing situations and assignments
  • Ability to work in a fast paced, SLA-bound, 24x7 service provider environment
  • Ability to align customer requirements with Dizzion products and services
  • Post Sales effectively manage and set customer expectations
  • Identify and lead continuous improvement activities in support of customer
  • Effectively prioritize reactive and proactive activities
  • Robust conflict resolutions skills
  • Familiar with ITIL or other IT-based operations frameworks
  • Self-starter with a history of excellent communication and time management skills
  • Ability to quickly assess problems and execute a plan of action
  • Proven experience working with executives, senior leadership, sales and other departments
  • Strong organizational, written and verbal communication skills
  • Bachelor’s Degree from an accredited university or equivalent experience

Education & Certifications

  • Bachelor’s degree in IT technology-related discipline
  • Microsoft certification(s) MCITP, MCTS and or MCSE
  • VMware Certified Professional (VCP)

Company Overview

Dizzion [dish-uh n] is bringing the power of cloud computing to the desktop by enabling employees to securely access their applications and data from any device, anytime, anywhere while enjoying the same access, security and productivity as they do in their office environment.  Its proprietary managed desktop service is built on enterprise technology that includes infrastructure, software licensing, management, support and security for a monthly fee.

If this role excites you and fits with your skills and experience, please contact us at careers@dizzion.com and reference Technical Account Manager in the subject line.