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Technical Account Manager

CO, US

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.

 The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

 

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at insight.com 

  • Founded in 1988 in Tempe, Arizona
  • 11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
  • $8.3 billion in revenue in 2020
  • Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
  • 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
  • Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work
  • Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance

 

Today's talent leads tomorrow's success. Learn about careers at Insight: jobs.insight.com.

 

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.

 

 

Posting Notes: Remote || Colorado (US-CO) || United States (US) || None || None || Remote || #DICE ||


Job Segment: Information Technology, IT Manager, Account Manager, Supply Chain Manager, Data Center, Technology, Sales, Operations

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