Asg Technical Account Manager

The Technical Account Manager on the Managed Services team serves as clients’ main point-of-contact for proactive post-sales managed services activities for SHI Managed Services in the ASG Product & MSP Group. The TAM is responsible for driving customer adoption of the SHI Complete and SHI Connect platforms and acts as the customer’s primary point of contact for all non-support-related inquiries within SHI’s Managed Services portfolio. The TAM maintains a technical understanding of the customer’s environment to serve as a subject matter expert on the customer’s managed IT environment. The TAM conducts regular business reviews with customers and SHI Account teams to ensure customer satisfaction and uncover additional product and service opportunities via SHI or MSP partner services, programs, or offerings.

This position is required to report to the SHI Austin, TX office location as determined by SHI management

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $14 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 6,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
• Continuous professional growth and leadership opportunities.
• Health, wellness, and financial benefits to offer peace of mind to you and your family.
• World-class facilities and the technology you need to thrive – in our offices or yours. 

 Include but not limited to:

Serving as the point-of-contact for post-sales MSP activities. These activities include:

• Driving customer adoption of the full SHI Managed Services platform and related best practices
• Ensuring overall customer satisfaction with Managed Services platform and services
• Managing customer contract renewals, true-ups, and other service billing items
• Serving as the customer’s primary point of contact for all SHI Teams, including Sales, Support, Services, and others, to address customer needs
• Serving as an escalation point for customer concerns
• Collaborating with the customer’s SHI sales executive to address customer hardware, software, and licensing procurement needs
• Collaborating with PMO, sales, and technical resources to successfully complete customer onboarding projects
• Coordinating regular customer cadence calls with the customer and internal resources to establish an account plan and platform adoption plan for each customer
• Establishing and maintaining subject matter expertise on the customer’s supported IT environment
• Uncovering areas of future Managed Services and positioning SHI capabilities
• Collaborate with the PMO and MSP teams to coordinate out-of-scope requests for customer environments.
• Mastery of the core SHI Managed Services products, programs, and operations

• Bachelor’s Degree or equivalent relevant work experience required
• Minimum of 3 years in a Technical, Customer Service-oriented role

• Excellent customer service and conflict resolution skills
• Ability to understand how clients can use SHI’s technology services and products to meet business objectives
• Demonstrated work ethic, including a strong sense of initiative, ownership, and accountability/
• Demonstrated operational excellence, including SOW and scope management
• Excellent interpersonal, presentation, communication, and organizational skills
• Demonstrated ability to handle diverse situations and rapidly changing priorities
• Ability to collaborate and communicate effectively, clearly, and concisely with customers and colleagues at all organizational levels
• Ability to meet agreed-upon deadlines and communicate about roadblocks
• Ability to multitask and complete tasks with efficiency and accuracy

• Up to 10% Travel as needed based on business needs and/or customer events as determined by SHI management

• Equal Employment Opportunity – M/F/Disability/Protected Veteran Status
• The estimated pay range for this position $100,000 -$160,000, which includes a base salary and bonuses. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location, and therefore will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.