Technical Account Manager

Customer Relationship & Support Munich, Germany


Description

 

Service Delivery Manager / Technical Account Manager

Permanent

Munich – Germany

€ Highly Competitive + Benefits

 

Technical Capabilities:

Strong demonstrable experience and skills in the following areas are either mandatory or beneficial.

 

Required

  • Strong customer focus, with an ability to continually anticipate and meet their needs
  • Needs to be able to speak, write in fluent English and German
  • AWS, AZURE, GOOGLE licensing, billing, credit and escalation processes
  • Excellent working knowledge of Cloud, Compute, Relational and NoSQL Databases, Caching, Object and Block Storage, Scaling, Load Balancing, CDNs, Networking etc.
  • Certifications in AWS AZURE, VLANs, layer2/3 routing, access lists & load balancing
  • Infrastructure Automation, Config Management and Orchestration toolsets such as Chef, Puppet or Ansible
  • Leadership of account planning activities, service improvement or business development activity
  • Ability to collaborate with and manage diverse cross functional teams for successful customer outcomes

 

Desirable

  • Cloud Certified Solutions Architect Associate, Cloud Certified Solutions Architect Professional
  • Project management qualifications (Prince2)
  • Application and platform analytics tools (AppDynamics or NewRelic)
  • Operating System Knowledge (Microsoft Windows and Linux Distributions)
  • OpenStack, Vmware, Hyper-V and Azure
  • ITIL Foundation or above

 

Person Specifications:

  • Experience in collaborating with customer and internal support teams in a Managed services environment
  • Enterprise grade Service Delivery experience.

 

Job Requirements:

 

Key Accountabilities

  • Understand and document customer’s business model, plans, applications, infrastructure and support requirements
  • Create Account Development Plans that create win-win situations that strengthen customer’s partnerships with Rackspace
  • Provide strategic and operational guidance that will allow customers to continually optimise their Cloud environments to achieve their business goals and maximise return on investments
  • Help customers transition their applications into the cloud through detailed planning and migration support for moving legacy application portfolios to Cloud
  • Drive strong customer satisfaction (NPS) through Fanatical Support
  • Own issues, and escalations and drive collaboration with other teams to find speedy resolutions
  • Support the success and development of others in the team

 
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