Technical Account Manager

JOB SUMMARY:

The Technical Account Manager serves as the ITMS technology experts on their specific solution portfolio/vertical/area and may act as a presales consultant throughout the entire sales process up until the product roll-out with the service delivery team. They actively provide assistance across marketing, sales, training and development and support operations. In the absence of the Service Delivery Team Lead, the Technical Account Manager shall take over.

Primary Tasks:

• To take lead on at least one solution portfolio of the ITM Solution(ManageEngine) or ManageEngine Solutions on one ITG regional/satellite office.
• To attend or Initiate communication with prospective customers, partners, and partner's customers and collate detailed information to determine if their technical and business requirements is met by ITG ITM Technology solutions
• To provide an excellent solution presentation, solution demonstration, and conference events.
• To conduct PoC/PoV and create/fulfill ToR or the same for customers as necessary to complete the quote or proposal.
• Provide ITM solutions to prospect customers with standard alone, unified, and integrated solutions in a professional manner that meet or exceed the customer expectations.
• Conduct and create technical and business demonstration and presentation to ITG and Partners.
• Deliver ITM solutions technical training to ITG and Partners, for customers, if the service owner is unable to perform.
• Create System Requirement Specifications or Technical Documentation as needed to fulfill the sales quotation or proposal.
• Initiate, coordinate and escalate feedback and issue escalations to RTM with identified possible solutions.
• Builds productive relationships across all levels or customers' business.
• Be an expert by owning the assigned solution and the-go-to for technical knowledge and partly industry knowledge.
• Manage and/or Lead and/or perform project team technical/configuration tasks that falls under kick-start implementation services coverage
• Lead and/or perform project team technical/configuration tasks that falls under full implementation service coverage
• Drive and lead the project team by connecting daily tasks to larger goals, and providing context and support
• Define the plan for project system prerequisites, dependencies, configuration, training, and user acceptance and testing.
• Gather data/information for business requirement, technical requirement, and daily task completion to be endorsed to the project manager for documentation.
• Collaborating and interacting with the customer key personnel in order to settle all the matters and solve all issues within the given time, and report it with the delays in executing enforcement undertakings and operations.
• Identify and approve the available patch/es that need to be deployed to fix issues/bugs that may affect or affect the project deliverables.
• Creating a vision around the project to provide team members with a sense of purpose and motivation
• Ensuring the team remains focused and on track, including addressing any technical and personal conflicts or bottlenecks
• Be a Certified Professional on the assigned products/solution.
• Customer Focused, design an ITG product/solution based on customer's technical and business needs.
• Support and create Marketing Team's product/solution contents.
• Adhere to the company's quality and business processes

ITG Products and Solutions Research, Analysis and Problem Solving

• Monitoring and assessing technology updates and releases; Identify, access and investigates high risk, high return technologies possessing potential application within existing businesses or for creating new businesses
• Strategic Innovation. Align and support the ITG IT Management by Providing technical vision to compliment business vision by setting the tone and direction of companies' technology
• To track solution/product of assignment issues, manage defects, and identify potential improvements
• Conduct various experiments on the methods and procedures of implementation and design that will fit the technology solutions/product.
• Structure and produce compelling sales proposals and technical documentation outlining the business benefits to clients
• To assume responsibility for running a bid team where relevant
• Interface with the Marketing Team by producing marketing collaterals and product/solution competitor research
• Interface with the Sales Team and/or Customers by identifying the business and technical requirements.
• Interface with the implementation / project team by turning over customer requirements to ensure a smooth transition from Sales to Service Delivery.

Internal and External Collaborations

• Gather complete needed implementation service scope of work, assumption dependencies and constraints or any other technical specifications needed to build sales  proposals from internal or external(partner) Services Team.
• Identify and assign an internal or external(partner) workforce that has corresponding skill sets to meet the customer requirement.
• Assists the Service Desk Team for support structure, service level agreements and technical support requirements.

Administrative Duties:

• Respect and ensures all assets of the company are in good working condition
• Maintains cleanliness, orderliness and safety within the working environment
• Abides by the company's policies and administrative procedures

Other Support Duties:

• Participate and/or assist in company functions and programs.
• Contribute to the improvement of the company's objectives.
• Other functions required by the company that match his/her skills and capabilities.
• In the absence of the assigned Technical Sales Consultant on a particular ITM Solution portfolio/vertical, he/she shall fulfill the required service.
• In the absence of the Project Manager and/or Project Management Team Lead and/or Service Deliver Head, he/she may identify and recommend an ad-hoc to Project Manager replacement from internal resources or initially taking the role while preparing the internal resource or recommending a service contract engagement with partners.
• In the absence of an Implementation Engineer, he/she may identify and recommend an ad-hoc Implementation engineer replacement from internal resources or initially taking the role while preparing the internal resource or recommending a service contract engagement with partners.
• In the absence of a ServiceDesk Engineer, he/she may assist and guide the Support Team Lead/Supervisor, and/or Head of Support in terms of decision-making and support fulfillment.

QUALIFICATION:

• Graduate of any 4-year course or college degree, preferably BSIT, BS Computer Science, BS

• Must have at least 2 solid years of work experience in selling IT product, services or solutions

• Must have at least 2 solid work in business development, marketing or sales

• Experienced in enterprise applications

• ManageEngine Products Technical Support Experience

• ManageEngine product Implementation Experience

• Technical knowledge on Linux and Windows server/endpoint platforms, IT Infrastructure,

network devices(switch and routers)

• Windows Active Directory Management, ITILV4 processes, ManageEngine Servicedesk Plus, Endpoint Central, ADSolutions.

TECHNICAL KNOWLEDGE

• Time management and multi-tasking skills

• adaptability and fast learning skill

• Communication and active listening skills

• Enthusiasm and problem solving skills

• Ability to translate requirements into technical specifications/design and conducts design

reviews with both user and technical personnel, strong people skills, computer literate, good

communication skills and excellent customer service.