technical Account ManagerInsight Enterprises

Position Overview
The Technical Account Manager (TAM) is responsible for the day-to-day delivery of Managed Services for all clients assigned to them. They will be responsible for a team of technical direct reports that will successfully operate, manage, and support our Managed Services clients.
Functions include resource management, project management, service operations management and/or scope management of the service or client engagement, quality, and performance metrics for the specific engagement and/or team, including risk, communication plans, incident, problem, and change management, and overall client satisfaction.
What you'll do at Insight
Service Delivery Team Management
Research, analyze, record, communicate, and resolve all client escalations and concerns
Assist in the resolution of any billing or consumption issues
Recommend process improvements within client environments, as well as within Insight
Develop measureable goals to track and trend results on client desired objectives
Monitor internal operations to assure established processes, policies, and procedures are followed, timelines are met, and actions are taken to promote client success
Execute a strategic plan to optimize Insight offerings within the client by seeking expansion opportunities
Operate as a point of contact for all client matters
Act as liaison between Insight, Client, and Insight MS during all fault conditions, projects, and discussions
Coach and mentor Teammates
Service Delivery (day to day client delivery)
Technical Operations
Possess a wide understanding of datacenter technology - WAN/LAN, IPT, IPCC, Security, Servers, virtualization, and public cloud
Be very familiar with the Insight's portfolio of products and its supported technologies (both past and present)
Effectively communicate technical issues in a clear and concise manner
Effectively leverage the platform for service delivery (ITSM & Monitoring)
Speak to and fully understand each of Insights MS offerings:
Network
Compute
Collaboration
Storage and Data Protections
XaaS
Project Management
Successfully plan and coordinate multiple IT projects to multiple clients
Efficiently manage timelines and budgets
Serve as liaison between clients and internal personnel
Attends all Professional Services (PS), Managed Services (MS), and OEM meetings related to initial setup/installation and service transition
Serves as Program Manager, providing oversight and leadership across PS, MS and OEM workstreams during installation, keeps all stakeholders informed of status via email status updates or conference calls as appropriate
Leads Go Live meetings with clients when installation is complete and when MS service transition is complete
Ability to lead a team of personnel by providing leadership, assistance, and advice
Manage the day-to-day operations of the team and is responsible for employee maintenance (operational efficiencies, reviews, etc.), including the management and assistance of company growth through guidance and training
Demonstrate positive leadership to teammates and represents oneself as a positive stakeholder in all situations
Ensure an affirmative focus and representation of corporate initiatives to all teammates.
Ensure client adoption of subscribed services
Accountable for the overall success of their clients assigned to them
Aid in the development process of new service offerings thoroughly and completely from concept to active deployment
Leverage ITSM platform to deliver services
Leverage monitoring platforms to deliver services
Serve as primary contact with clients regarding all Managed Services interaction
What you'll need to join Insight
Bachelor's degree from a four-year college or university; or equivalent combination of education and experience
5+ years' experience managing technology including new technology deployment and program management, experience in full IT life cycle (acquisition, deployment, refurbishment, maintenance) and other IT projects related to infrastructure
PMP or CAPM Certification desirable
Technical Certifications desirable
Strong understanding of the XaaS platform
Managed Service experience highly desirable
Strong technical background specifically around direct support of a particular technical discipline
Must have the ability to understand and navigate through ITSM platforms
Must have the ability to understand and navigate through Infrastructure Monitoring platforms
Must have excellent customer relationship management skills
Must be able to conduct practice working sessions and run practice update meetings with both technical and non-technical attendees
Must have proven track record of exhibiting leadership qualities and skills that motivate practice team members to drive the successful performance
Must have the ability to lead and manage a technical team delivering complex solutions
Must possess strong analytical skills
Must be comfortable in serving as the subject matter expert in their assigned practice area
Must be a polished and disciplined communicator, both written and oral
Physical Demands
The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, talk, hear, and operate a computer, telephone, and keyboard
Specific vision abilities required by this job include close vision requirements due to computer work
Regular, predictable attendance is required; including quarter-driven hours as business demands dictate
Work Environment
The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Moderate noise (i.e., business office with computers, phone, and printers, light traffic)
Ability to work in a confined area
Ability to sit at a computer terminal for an extended period
Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.
Insight Enterprises

Pasig City, Metro Manila
Permanent
Full-time