Technical Account Manager


Location: Remote
Functions: Data Center Operations

Stream Data Centers is looking for an ambitious, detail-oriented, resourceful Technical Account Manager (TAM) to establish and maintain customer relationships and promote customer satisfaction. You will be the interface for Stream Data Centers Customers to ensure that their needs are being met and will coordinate throughout all Stream Data Centers departments to support customer requests.

The Technical Account Manager responsibilities include establishing and maintaining a relationship with a core set of customers to support day-to-day activities and requests including project support, coordination, customer onboarding, customer audits, operations support, performance reporting, customer tooling, and more. A successful candidate will cooperate with the Sales, Construction, and Operations organizations to develop custom solutions to ensure customer loyalty.

Qualifications

  • Bachelor of Science degree in Business Administration, Computer Science, Sales, related field, or equivalent experience required
  • 5+ years of experience in one or a combination of the following: Data Center Operations, Project Management, Customer Support, or Sales
  • Data Center, high-tech, or rapid growth industry experience is strongly preferred, but not required
  • Prior experience supporting an ITIL based Service Management program, a plus
  • Ability to read and interpret electrical one-line diagrams, a plus
  • Experience with contracts management and RFPs
  • Proficient with Microsoft suite including Excel, Word, Power Point, Project, and Visio
  • Problem solving skills to troubleshoot and resolve customer requests
  • Excellent verbal and written communication skills
  • Time management and multitasking skills to handle multiple tasks and clients at once
  • Motivational and negotiation skills
  • Strong organizational skills and attention to detail
  • Travel required is expected to between 10%-20%, but may change over time as the business evolves

Essential Functions

  • Establish and maintain customer relationships
  • Develop relationships with Stream Data Centers global support organizations
  • Ensure compliance to Stream Data Centers standards and customer leases
  • Report on performance through KPIs to Stream Data Centers customers, sales, and executives
  • Develop and document processes and procedures for customer support
  • Manage the delivery of multiple concurrent, time-sensitive, customer facing projects and activities

Responsibilities

  • Perform onboarding and offboarding activities for customers, including conducting in-depth introductory or exit meetings with customers
  • Manage customer relationships on an ongoing basis through regular customer touch points, business reviews, and by acting as the customer advocate
  • Schedule and attend virtual and in-person reoccurring meetings with existing customers to provide updates and insight in support of project requests
  • Coordinate customer requests to ensure customer satisfaction and compliance to Stream Data Centers standards
  • When requested, support and represent Stream Data Centers through providing evidence, performing site tours, and responding to inquiries
  • Gather supporting data and evidence against SLA targets and KPI’s in support of internal and external requirements
  • Coordinate with internal and external resources to meet project deliverables, timelines, and audit requests
  • Record and track activities in support service requests and incidents within designated tools including SharePoint and ticketing systems in conjunction with the site operations team.
  • Participate in the design, configuration, and UAT of internal tools used to support customer communications and compliance reporting
  • Handle/Coordinate communications between accounting and customer to ensure lease compliance and consistency. Will field any customer related billing questions.
  • Contribute to the ongoing improvements to the delivery processes including developing process and procedure documentation, flow charts, and tool enhancements
  • Cross train on all duties within the Customer Experience organization to answer customer inquiries and provide backup support to team members when needed
  • Provide support to Customer Success Manager