Technical Relationship Manager

TN Germany; Bremen; Remote; USD 60.000 - 100.000; Vollzeit

Zusammenfassung

An established industry player is seeking a Technical Relationship Manager to foster strong partnerships with clients and guide them in adopting advanced technology solutions. This role is pivotal in providing knowledge transfer, resolving support incidents, and advising on technical best practices. You will be at the forefront of customer engagement, ensuring their needs are met while identifying opportunities for further product adoption. Join a dynamic team that values innovation and offers flexible working arrangements, comprehensive benefits, and opportunities for professional growth. If you are passionate about technology and customer success, this is the perfect opportunity for you.

Leistungen

Health, dental, vision, and prescription benefits

10 company-paid holidays per year

15-20 days of PTO per year

401(k) plan with 100% company match

Monthly home office allowance

Remote working opportunities

Employee Assistance Program

Company-paid life insurance

Training and development opportunities

Qualifikationen

• 5+ years supporting enterprise-level customers in a TRM capacity.
• Experience with virtual technologies like Citrix and VMware.
• Strong interpersonal and communication skills.

Aufgaben

• Develop strong relationships with customers and assist with support.
• Advise on best practices and uncover additional sales opportunities.
• Document customer environment and technology deployment roadmap.

Kenntnisse

Customer Relationship Management

Technical Support

Virtual Technologies

Networking Concepts

Troubleshooting

Scripting Languages

Database Management

Interpersonal Skills

Communication Skills

Ausbildung

Bachelor's Degree in IT or related field

Tools

VMware Horizon

Citrix Virtual Apps and Desktops

Microsoft Remote Desktop Services

Active Directory

LDAP

Jobbeschreibung

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THE ROLE

The overall role of the IGEL TRM is to cement a close working relationship between IGEL and the customer, helping them to strategically develop their adoption of IGEL technology solutions. The TRM provides a central focal point between the customer and the various functional divisions within IGEL.

Due to compliance and tax reporting reasons, this position is open to candidates living in the following states: AR, AZ, CA, CT, DC, DE, FL, GA, IA, IL, IN, MA, MD, MI, MO, NC, NJ, NY, OH, OR, PA, TX, UT, SC, VA, WA, and WI.

ESSENTIAL JOB FUNCTIONS:

1. Develop a strong, positive strategic relationship with the customer.
2. Provide knowledge transfer of IGEL products and functionality.
3. Assist with the escalation of support incidents through resolution.
4. Assist in the escalation of support queries to the relevant channels.
5. Assist in the creation of customer feature requests as a conduit to product management.
6. Ratify customer projects and provide guidance around further projects/upgrades.
7. Develop and align a comprehensive account plan with the customer, documenting customer environment, expectations, priorities, and technology deployment roadmap.
8. Develop a good understanding of the customer environment and use this knowledge to proactively drive improvements and efficiencies within Customer environment.
9. Advise the customer on technical best-practices as their IGEL trusted adviser.
10. Use your in-depth knowledge of the customer environment to uncover additional IGEL product sales opportunities.

REQUIRED QUALIFICATIONS:

Technical skills

• Minimum 5 years of experience directly supporting enterprise-level customers in a TRM capacity.
• 5+ years relevant engineering, consulting, or system integration experience with one or more vendors or Value Added Resellers (VARs) in the IT industry.
• Minimum 5 years work experience with virtual technologies such as Citrix, VMWare, Microsoft AVD.
• Experience with application and desktop virtualization platforms (VMware Horizon, Citrix Virtual Apps and Desktops, Microsoft Remote Desktop Services).
• Knowledge of common networking concepts and protocols (TCP/IP, DHCP, DNS, VLANs, 802.1x, RADIUS, etc.).
• 2+ years of experience with managing IGEL products within a customer environment.
• Experience with directory management (LDAP, Active Directory).
• Experience with troubleshooting and log gathering on both Windows and Linux platforms.
• Familiarity with a scripting language a plus (PowerShell, bash, python).
• Familiarity with common database platforms and concepts a plus (Oracle, MSSQL, MySQL).
• Industry-standard certifications in any of the above-mentioned technologies a plus (e.g. VCP, CCA/CCP, MCSE, RHCA, etc.).

Personal Skills

• Good interpersonal and communication skills.
• Ability to work independently, under pressure and multitask.
• Be willing to pitch in and be part of the team in all aspects of company life.
• Be Pro-active.
• Be able to adapt to continuous innovations.
• Very good self-management skills, such as personal organization and time-keeping.

WE OFFER:

• Health, dental, vision, and prescription benefits (employee premiums covered by IGEL).
• 10 company-paid holidays per year.
• 15-20 days of PTO per year (15 days in the first year and 20 each year thereafter).
• 401(k) plan with 100% company match, up to $5,000 per year.
• Monthly home office allowance.
• Remote working opportunities and flexible working times, so you can combine your demanding work with your private goals.
• Employee Assistance Program (EAP) and Financial Wellness tool.
• Company-paid life insurance policy, long-term disability (LTD), and short-term disability (STD) coverage.
• Wellbeing apps, including Rightway, Headspace and Wellhub.
• Training and development opportunities to advance your career.

IGEL is an equal opportunity employer and makes employment decisions on the basis of merit. We want the best available person in every job. Our policy prohibits unlawful discrimination based on color, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, or any other consideration made unlawful by federal, state or local laws.