Technical Account Manager
DataBank is a leading service provider of enterprise class services aimed at providing 100% uptime and availability of customer data, applications, and equipment. DataBank's managed data center services are built around its world-class facilities, multi-homed Internet access hub, and multi-terabyte storage area network. We provide a redundant managed colocation environment for companies wishing to outsource their entire computer room infrastructure. This environment consists of space, power and network transport services.
The TAM is a trusted business advisor to clients, providing valuable guidance and communication for all services Databank provides. The TAM provides regular reviews with each premier client as well as coordinating support tickets and incidents, managing them to resolution. The TAM will develop a relationship while gaining an understanding of the client's business, IT organization, and the role Databank provides. Finally, the TAM will become a seamless extension of the client's staff and their spokesperson for the coordination of all Databank resources, ensuring clients receive excellent customer service as well as effective solutions.
Oversight of the client's day-to-day Managed Services. Review client tickets and projects.
Ensure timely resolution of client incidents, making sure the proper teams are engaged and delivery requirements are met.
Responsible for the retention and growth of the existing client to deliver profitable quality service.
Develop process and workflow documents for support to best serve clients, including server notes and training.
Deep technical acumen, experience, oversight, and ability to relate to the client's IT needs.
Regular cadence discussions with clients to review tickets and managed services.
Becomes a trusted adviser.
Works with account teams to build relationships with business and IT executives, key decision makers, and technology influencers to translate their business issues into solutions that can be architected and implemented.
Ensure the most positive, high-value, full-service experience possible to the client.
A 4-year college degree, preferably with a technical focus; Computer Science, Math, or related background is highly desired.
5+ years of experience as a customer-facing services consultant in an infrastructure and/or data systems environment.
Experience working with a cross-functional and geographically dispersed team and customer base.
Ability to travel (domestically) up to 20% of the time.
Ability to engage the proper resources within the company to resolve customer issues promptly and efficiently.
Technical understanding of managed services and datacenter collocation.
Strong communication skill both verbal and written and able to effectively communicate technical information to a wide range of audiences.
Anticipate future needs and help determine the ideal solution.
Demonstrate ability to remain calm and professional and de-escalate the situation especially in critical situations.
Health, Dental, Vision packages
Short-Term and Long-Term Disability Insurance
401k match by company
3 weeks Paid Time Off and Paid Holidays