Sr. Technical Account Manager - Remote US

Department: Blue Mantis

Employment Type: Full Time

Location: Remote

Description

The Senior Technical Account Manager will work closely across the Blue Mantis Service Delivery and Account Management teams, participating in Incident Management, Problem Management, Change Management, Change Order, Process Improvement, Knowledge Management, and liaison with Project Managers and Professional Service Engineers to help ensure smooth implementation of services.  Utilizing their technical background, they provide recommendations to improve Managed Services. They consult with the customers to drive technology toward their business objectives while looking for Managed Services growth opportunities. 

Key Responsibilities

The Senior Technical Account Manager is responsible to establish and maintain strong relationships with key stakeholders, including technical teams within the customer's organization and internal teams to ensure effective communication and collaboration.

This role will possess in-depth knowledge of customer environments and in scope technologies allowing them to provide technical guidance and troubleshooting assistance. This includes understanding business needs and requirements and being a technical voice of the customer with Blue Mantis Account Execs and architects.    They will also conduct periodic reviews of operational delivery including ticket and alert data looking for trends and patterns to improve managed service delivery.

• The Senior Technical account manager is responsible to establish and maintain strong relationships with key stakeholders, including technical teams within the customer's organization and internal teams to ensure effective communication and collaboration.
• This role will possess in-depth knowledge of customer environments and in scope technologies allowing them to provide technical guidance and troubleshooting assistance. This includes understanding business needs and requirements and being a technical voice of the customer with Blue Mantis Account Execs and architects. They will also conduct periodic reviews of operational delivery including ticket and alert data looking for trends and patterns to improve managed service delivery.
• The Technical Account Manager will be responsible for fostering relationships with our customers and liaising communications between them and our NOC and other Blue Mantis departments.
• The TAM must maintain knowledge of Blue Mantis Managed Services products and offerings, including service levels in order to understand in scope and out of scope services.  
• They are responsible for proactively and reactively participating in issues and acting as an escalation point and advocate for customers during the triage and resolution of high severity cases, driving business reliability and customer satisfaction. 
• This includes coordinating with internal technical teams and providing timely updates toward resolutions.
• Required to work on call shifts including nights/weekends after business hours.
• The TAM will strive to understand current and future objectives of the customer to better improve service delivery as well as identify areas of growth.  
• They will provide regularly scheduled reports and participate in reviews such as daily standup, quarterly business reviews, and monthly check-ins. 
• The TAM will provide governance in driving Problem Management within the customer’s environment by analyzing ticket, alert, and incident metrics, as well as working with our NOC and other members of our technical team to proactively identify issues to develop strategies to help reduce overall environmental alerting noise and repeatable technical and service-related issues towards a permanent fix. 
• The TAM will actively contribute to the problem management process by logging problem tickets, taking ownership of such tickets assigned to him / her, and assuring all problem tickets associated with their respective customers are driven to completion. 
• This will include engaging and working with the L3 engineering team for appropriate decisions and work for implementation of the necessary corrective and preventive actions.
• The Technical Account Manager will provide governance over the internal Blue Mantis Change Management process.  
• This will include working across Blue Mantis Service delivery areas, liaising with the Project Management Office, RMO, and NOC to ensure the Change Management process is followed for our customers. 
• The TAM will also strive towards including themselves within the customer’s own internal Change Management team.  If the customer does not have an internal change management process, the TAM will advocate for them towards developing one.  
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