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Technical Account Manager (TAM)

Tempe, AZ, US Cincinnati, OH, US Raleigh, NC, US Charlotte, NC, US Columbus, OH, US Eden Prairie, MN, US

Requisition Number: 82159 

Position Overview

The Technical Account Manager (TAM) is responsible for the day-to-day delivery of managed services of all clients assigned to them.  The Team lead manages a technical team of direct reports to successfully operate, manage, and support our clients on-prem datacenter infrastructures and in the public cloud.

Functions include resource management, service operations management and/or scope management of the service or client engagement, quality, and performance metrics of the engagement and/or team, including risk, communication plans, change management, and overall client satisfaction.  Incumbents offer supervision of technical employees to ensure technical delivery expectations of the service are met for Insight’s Managed Services clients.

What you’ll do at Insight

Service Delivery Team Management

  • Research, analyze, record, communicate, and resolve all client escalations and
    concerns
  • 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 Insights 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.
  • 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.
  • 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 in regard to all IMS interaction.
  • Other duties as assigned.

What you’ll need to join Insight

  • Bachelor's degree (B. A.) from four-year college or university; or equivalent combination of education and experience. 
  • 3-5 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. 
  • Must have the ability to lead highly technical teammates even when its not their technology specialty or experience
  • 5-8 years’ managing, supporting, and operating enterprise datacenter infrastructures
  • 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 required. 
  • 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. 
  • Intermediate knowledge of MS Office products required.

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 of time.

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: Tempe || Arizona (US-AZ) || United States (US) || None || None || US - Charlotte, NC; US - Cincinnati, OH; US - Columbus, OH; US - Eden Prairie, MN; US - Minneapolis, MN; US - Phoenix, AZ; US - Raleigh, NC ||

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