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Technical Account Manager (South East England)

Closing date
31 Jan 2022

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Technology & New Media
Contract Type
Full Time
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We are looking for a dynamic, results-oriented Technical Account Manager to be the technical expert within Aptum for their named customers, working in the best interests of the customer and their business needs. In this particular role you will be managing some of our largest hosted, cloud and hybrid EMEA customers as their named contact. You will also be responsible for assisting with other customers on an ad hoc basis, primarily in relation to Azure or AWS solutions.

Reporting to the Manager, EMEA Customer Advocacy, you will be working in a close-knit global team of Technical Account Managers and Customer experience Managers variously based in the UK, the US and Canada.

We are searching for a highly motivated individual who thrives in an exciting and constantly changing environment, can lead change through cross-functional teams and has the creative and innovative mindset required to get the job done. You will be the customer champion during crisis situations, you will handle direct customer inquiries, lead on technical service reviews alongside the Customer Experience Manager and Account Manager, and will perform system administration duties, reviews and change management as required by your customers..

Primary Responsibilities:
  • Provide expert consultation on your customers' hosted, cloud, or hybrid solution and make recommendations for improvement so that it better meets their business requirements
  • Enable our support teams (Service Desk, NOC, DBAs etc..) to respond appropriately to individual customer issues through maintenance of runbooks, monitoring configuration, and other solution documentation
  • Build close relationships with the technical representatives in your customers' organisations and have credibility with the IT Director or equivalent
  • Assist customers with assessing their readiness for Cloud and helping to define a path to migration
  • Assisting with migration of customers into Cloud environments
  • Keeping current with new and developing Cloud products, services and technologies, and making appropriate and on-going recommendations to your customer base
  • Perform systems administration of your customer solutions where required
  • Troubleshoot or crisis-manage customer issues and produce Root Cause Analysis reports where required
  • Escalate trouble tickets and handle calls directly from named customers
  • Perform problem diagnosis and resolution
  • Conduct proactive analysis and offer optimization recommendations
  • Occasional availability to oversee or perform out of hours scheduled activities or escalations (compensated through overtime payments)
  • Ensure high customer satisfaction during any new installation or support process implementation
  • Support the Account Manager and Customer Experience Manager to deliver a great Customer Experience for your named customers
  • Strive, wherever possible, to anticipate and prevent issues arising, either within Aptum or related to your customers' solutions
  • Manage the engagement of multiple internal or external stakeholders and teams on projects (often alongside a Project Manager)

Experience & Competencies:
  • 5 years in a Technical Account Management or premier customer support role
  • Demonstrable experience of dealing directly with end-customers face-to-face
  • Demonstrable technical project management / oversight experience
  • Linux and/or Windows systems administration skills
  • Knowledge of RDBMS systems (MySQL/MS SQL) and familiarity with clustering technologies
  • Strong knowledge of common TCP/IP protocols such as HTTP(s), SSH, DNS, FTP and SMTP.
  • Experience working with virtualised environments (VMware, Hyper-V)
  • Experience working with webservers (Apache, Nginx, IIS) in hosted environments.
  • Good networking knowledge (firewalls, load balancers, VPNs, proxies)
  • Good security knowledge (PCI environments, WAFs, DDoS, SSL certificates)
  • Knowledge of SNMP based monitoring systems
  • Ability to troubleshoot complex infrastructure and application-level problems independently, with escalation to SME's where required
  • Ability to work effectively with internal departmental members and peers from other departments.
  • Must demonstrate the capacity and desire for continued, independent learning.
  • Polished professional with demonstrable organization and follow-up skills
  • Excellent customer relationship and written/verbal communication skills
  • Must love to talk to customers and help them define business needs & outcomes
  • Ability to manage multiple activities/projects simultaneously

Required Education & Certification:

University Degree or College Diploma in a technical discipline

Azure AZ-104

Desirable Skills:

AWS Certified Cloud Practitioner, or some working knowledge of AWS

Working knowledge of both Linux & Windows

Good knowledge of backup solutions (Tivoli, Veeam, Zerto)

Knowledge of CMS (Drupal, Magento, Wordpress)

Any certifications such as RHCSA/RHCE, VCP etc.

Benefits and Perks

Competitive Vacation Policy

Birthdays are off (we call it "Duvet Days")

Health Club Discounts & Quarterly Reimbursements

Education Reimbursements

Paid Benefits

Community Days
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