Senior Technical Account Manager (TAM) - The Virtustream TAM will be responsible for managing all technical/ functional aspects of service delivery, interacting daily with one or multiple Virtustream Enterprise Class Cloud clients. The TAM will monitor client services while proactively working with clients to manage resource consumption and capacity. They will act as the single point of contact for incident management and will provide centralized coordination of all remediation efforts.
In addition to leading quarterly review meetings with our clients, the TAM will also direct strategic roadmap and planning efforts, create and present customized executive scorecards and brief clients semi-annually on technology and process evolutions that may be of interest or benefit to them.
The TAM will also assist with client change management processes such as providing specific, short-term steps and schedules for projects or changes expected to occur within the first twelve (12) months of each plan; Budgetary cost estimates to complete such projects; Reviews of Customer’s business cases; Future volume projections, technology, and geographic changes that could impact our customer’s systems and technical architectures.
The SAP TAM will be responsible for assisting business development in both a pre and post sales capacity and identify areas where Virtustream may be able offer improved service and/or reduce client’s operational costs throughout the engagement lifecycle.
Operational management tasks to include SLA management/compliance/reporting, contract management, proactive statistical analysis of performance data with recommendations to optimize performance and utilization, (preferred) SAP best practice recommendations and potential run optimization, status reporting via weekly checkpoint meetings, customizing billing reports, accelerated and ongoing knowledge transfer between client and corporate leadership, respond to customer inquiries and provide customer escalation, act as point of contact for RCA requests, track and report on incident and service requests and ticket aging, provide monthly reports outlining consumption of computing resources.
When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. We encourage applicants of all ages.
**Critical Hiring Criteria:**
**QUALIFICATIONS - KNOWLEDGE - SKILLS**
+ **Candidate must have Public Sector experience**
+ Bachelors’ degree in Information Systems, Economics, Business, Math or Statistics.
+ Exposure to ERP systems (SAP preferred)
+ Excellent knowledge of Cloud Infrastructure and migrations is required, as well as, practical or contextual understanding of cloud architecture and IaaS operations model
+ Experience in a Managed Services environment
+ Previous account and/or program management experience (diamond accounts probably need 10+ years of complex program management, platinum/gold 5-10)
+ Commercial experience – opportunity development (farming), Pre-sales support, account management strategy and plan development, contract negotiation, Onboarding and Delivery.
+ Must have experience with Mission Critical Applications (Financial Systems/Billing Systems/Procurement Systems)
+ Direct experience in managed services environment (either as a customer or vendor)
+ Strong knowledge of enterprise technology infrastructure (i.e. converged networks, Storage Area Networks [SANs] servers, enterprise server software including Windows Server, Linux, and monitoring technologies) is preferred.
+ Knowledge of cloud computing concepts, software, and systems (i.e. networking, virtualization, VMware, hypervisors)
+ Ability to interface with clients at the CxO level is required, previous experience preferred
500 - VIRTUSTREAM
VA - Glen Allen, VA - Herndon, VA - McLean, VA - Reston, WI - Madison, WI - Pewaukee