Technical Account Manager III

Cybersecurity San Antonio, Texas


PRIMARY RESPONSIBILITY:  Owns the relationship held with each customer and serves as an interface between the customer and the Rackspace support infrastructure to ensure the customer’s technical, system administration, and specialist support needs are met.  Owns customer issues from identification to resolution and ensures customers know the value of Fanatical Support.  Has the technical knowledge to know what is wrong with the customer’s configuration, how to fix it and how to prevent similar issues from occurring again.  Provides reactive and proactive technical analysis and advice to the customer.

KNOWLEDGE/SKILLS/ABILITY: First-hand knowledge or experience in industry competitors, products, trends and technology (HOW: usage of competitor technology).  Advanced knowledge of how to scale customer configurations using dedicated or cloud based technology.  Strong understanding of customer’s strategy and profitability and how to use account management tools.  Cloud SAVVY certification.  Strong working knowledge and ability to follow company processes and procedures.  Strong project management skills on a moderate scale.  Full understanding on how to apply SLAs and remedies.  Strong knowledge of the configuration build process.  Strong time management skills.  Demonstrates a solid understanding of the Account Manager role in reaching team and company goals.  Excellent interpersonal, written and verbal communication skills.  Exhibits excellent attention to detail.  Ability to communicate technical info and ideas so others will understand. Ability to successfully work and promote inclusiveness in small groups. Ability to provide FANATICAL support.  Working understanding of Rackspace competitors: offerings, technologies, partners, trends,etc. Strong knowledge of Rackspace products and the ability to educate customers in RAX differentiators/comparisons and why they are used in different scenarios.  Able to prioritize a highly varied work level in order to maintain required productivity levels.  Able to demonstrate innovative problem solving and critical thinking.  Intermediate understanding of financial terminology and business acumen. Flexible and adaptable to work schedule based on customer need. 

JOB COMPLEXITY: Strong technical/product knowledge.  Knows who to contact internally for escalations.  May manage a moderately complex account load.  Ability to handle day-to-day a.m. tasks independently.  Ability to conduct implementation calls and lead customer visits.  Ability to present written and verbal proposals and grow the installed base.  Ability to use negotiating skills.  Understand invoicing, contracts, proposals and renewals.  Escalates with guidance and receives escalations.  Somewhat involved in the interview process. Excellent creative problem-solving abilities, coupled with a desire to take on responsibility.  Evaluates, defines and influences internal processes; recommends and implements process changes.   Provides training and mentoring to less experienced peers.  Intelligently speak to customer technology capabilities, possibilities and pitfalls -- recognizes, understands why and how to fix.  Owns coordination with the support team to ensure customer satisfaction.  Recognizes gaps based on customer's current build and analyzes for future gaps based on proposed changes, knows why specific options will work for  customers and can explain the difference in recommendations.  Can guide customer through how to implement options.  Advanced understanding of technology partners and how they can assist our customers; facilitates relationship with external RAX partners.

SUPERVISION: Works independently with minimal supervision; overall review based on the attainment of stated goals and objectives.  Capable of conducting solo account reviews/customer visits.  Provides mentoring/training/coaching to lower level TAMs and AMs.  Recieves escalations from lower level peers.

EXPERIENCE/EDUCATION: High school diploma or equivalent required.  Bachelor's degree preferred.  3 - 5 years relevant service/relationship management experience including a minimum of 2 years RAX experience in a customer facing technical support or account management role acting as an advisor to customers.  Experience independently analyzing, troubleshooting, and problem solving customer issues. Experience handling multiple tasks.

PHYSICAL DEMANDS: General office environment.  May require long periods sitting and viewing a computer monitor.  Moderate levels of stress may occur at times.  No special physical demands required.  Occasional domestic travel, less than 10%.