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Technical Account Manager

Newark, DE, US
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Company: NTIRETY

Job Type: Permanent, FullTime

Job Description

COMPANY OVERVIEW:

With over two decades of successfully operating, managing, and securing private, public, and hybrid cloud environments, Ntirety has led enterprises across industries through the volatile early days of data hosting into the world of 24x7 managed security with our premier Compliant Security solutions. Through cost effective and scalable solutions tailored to business-specific needs, Ntirety eliminates gaps in both security posture and compliance documentation by delivering solutions that cover the entire application, the entire compliance and security process, the entire time.

When it comes to a cybersecurity crisis, the question is not if, but when it will happen thats why Ntiretys mission to provide proactive compliant security is crucial in todays business landscape. No matter what role or department you work in, being a part of Ntirety means supporting all of our different teams to help keep our clients protected and updated on the latest in cybersecurity.

We are a passionate team, but we are small, so we seek someone that can roll up their sleeves and get stuck in. Our hope is that speaks to you! Still with us? You likely believe that there is more to a job than just getting paid, and that the mission really matters. Good. Because we believe that too.

Join the team at the forefront of this mission-critical industry.

For more information about Ntirety, please visit #removed# or check out our @lifeatntirety Instagram and Twitter pages.


POSITION PURPOSE:

Technical Account Managers (TAM) own the customer relationship 24x7 and serves as their primary Hostway/Hosting advocate and technical point of contact. The TAM will be responsible for understanding the customers Desired Business Outcomes (DBOs) and using those DBOs to generate Guidance Level Agreements (GLAs) specific to the assigned key customer. The TAM is directly responsible for customer success and growth through giving guidance using the tools developed and provided by the company along with promoting products that are suitable for their business. This requires intimate knowledge of all assigned customers environments.

The TAM will work closely with both the Operational Support team and the Account Manager (sales) to provide accurate and relevant guidance and propose relevant solutions for customer growth. The TAM will be an escalation point-of-contact for any outage incident that occurs in their customer base. He will assist in directing escalation calls and manage resources to find the solution to the issue.

An ideal TAM will have expert knowledge of the hosting industry that is highlighted with a technical base. Technical Account Managers must exhibit accountability, ownership, strong communication and organizational skills to insure a positive customer outcome.

Requirements

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

Delivering Guidance Level Agreements based on Availability, Security, and costs

Perform technical reviews and share knowledge to proactively identify and prevent issues

Understand the technical infrastructure, hardware, processes, and offerings of key customers

Ensure a high level of customer satisfaction with each customer engagement, and through the complete adoption life cycle of our offerings

Communicate how specific products, services and solutions including our product roadmap align to customer user cases

Capture the capabilities of our offerings and identify gaps as related to customer use cases through a closed-loop process with our Product Engineering team, driving further product adoption

Communicate effectively and consistently with clients, Sales, and all Operational Teams

Become a technical mentor to the support team and be an escalation POC

Be accountable for customer knowledge and dissemination of said knowledge to other functional areas in the business

Lead troubleshooting teams of experts to resolve complex customer issues when significant problems are unresolvable by conventional means

Attend weekly meetings for escalations, CAB and IRB; provide input and take actions as required to ensure highest levels of service availability and performance for assigned customer base

Ability to hold regular governance sessions with all levels of leadership, both internally and externally

Continuously develop industry knowledge and learn new technologies to help educate our customers

Must deliver an exceptional customer experience every day


DESIRED MINIMUM QUALIFICATIONS:

Bachelors degree in a science or technical field; or relevant job experience

5+ years of experience with Windows, Linux or Unix operating systems

3+ years of experience as a support or development engineer for Infrastructure-as-a-Service (IaaS), Platform-as-a-Service (PaaS) or Hosting service

Demonstrated skill set managing, diagnosing and debugging matrixed problems across multiple disciplines (app, infrastructure, DB, etc.)

Experience working in support, development or engineering organization

Ability to manage and grow existing key customer relationships by delivering proactive, relationship-based support

Excellent verbal and written communication skills in English

Ability to convey information to customers in a clear and concise manner

Proficient with Cloud products such as: AWS, Azure, Google Cloud, VMware, Hyper-V

Intermediate understanding of the implementation, limitations, and ideal use cases for a hybrid hosting environment

Working knowledge of conventional networking gear, e.g., switches, firewalls, segmentation, and subnetting

Ability to work independently or as a team to approach problems creatively and resolve them in an effective and timely manner

Must be well organized and detail-oriented and have excellent interpersonal skills.

Must have excellent problem solving and the ability to prioritize tasks and responsibilities

Understands the link between a customers technical environment and their business demands.

Benefits

Ntirety is an Equal Employment Opportunity / Affirmative Action Employer (EEO/AA).

Ntirety offers a competitive salary and benefits including Paid Time Off, FREE Medical to Employees, Dental, retirement plan with 401(k) match, and much more. If you are interested in joining a profitable, growing, and dynamic company, we want to hear from you! Ntirety is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, or any other classification protected by Federal, State or local law.

Ntirety thanks all candidates for their interest; however, only shortlisted candidates will be contacted.

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