Manager II, Strategic Technical Accounts

Ricoh; Oregon; Hybrid; USD 96,000 - 125,000; Full time

Benefits offered by this job

Medical insurance

401K retirement plan

Tuition assistance

Paid vacation and holidays

Job summary

Ricoh is seeking a Manager II, Strategic Technical Accounts to lead the solutions implementation team and drive premium services for Premier Application Support Customers. The role oversees solution oversight, billable services, training, and escalation handling, reporting to CIO/CTO stakeholders and driving new business opportunities.

The ideal candidate will manage a remote technical team, collaborate across Sales and Design resources, and ensure a roadmap-driven approach with strong customer

Qualifications

• College degree or equivalent experience required.
• Minimum 5 years of management experience.
• Requires PC literacy.
• Understanding of International labor laws.
• Familiar with RightFax (OpenText).
• Familiar with Knowledge-Centered Service (KCS) methodology.

Responsibilities

• Manages, develops and load-balances the Technical Account Team (TAM).
• Recruits, interviews, hires and trains TAM staff to maintain staffing quality.
• Plans, coaches and reviews progress toward utilization and profitability objectives.
• Monitors TAM training to enhance technical and business skills.
• Develops 3‑Month Plans with monthly updates for team members.
• Manages team budget and P&L.

Skills

Leadership

Remote team management

Travel flexibility

People development

Public speaking

Problem solving

Customer service

Education

College degree or equivalent experience

Tools

RightFax (OpenText)

Job description

$96,000 - $125,000 per year

Manager II, Strategic Technical Accounts

POSITION PROFILE

The Manager II, Strategic Technical Account manages a solutions implementation team. Has accountability for solution oversight, billable services, customer training, and the resolution of application and software problems requiring on-site and/or remote support. The Technical Account Manager acts as a trusted technical and business advisor to Ricoh's Premier Application Support Customers, providing premium leadership services aligned to the customers priorities in order to maximize the business value of their Ricoh Investments. The TAM provides Leadership, Manages and Supports the Technical Account Management Team consisting of Technical Account Support Professionals, Analyst and Engineers which are direct reports to the TAM. This team provides Application Administration Services to our customers supporting steady state management of Ricoh and 3rd Party Application Solutions. The TAM leads the team to ensure effective processes, procedures, technical roadmaps and escalation policies are in place. In addition, the TAM focuses on employee development via Individual Develop/Training Plans, while also ensuring excellent internal and external customer satisfaction. The TAM also creates a strategic relationship with key stakeholders within our customer organizations, including the IT Directors, CTO, CIO, and Line of Business leaders as well as technology professionals. Works closely with assigned employees on customer and resource management. Seeks to Drive new business opportunities through proactive opportunity engagement with Customer, Sales and Design resources. Drive Services objectives and goals as assigned.

JOB DUTIES AND RESPONSIBILITIES

• Manages, develops and load balances the Technical Account Team, which may consist of Technical Account Specialists, Analysts, and Engineers roles.
• Recruits, interviews, hire and train new Technical Account Team members to ensure that appropriate quality staffing levels are maintained. Establishes network of candidates and works to develop the TAM Team.
• Interacts with Technical Account Team members to plan, coach, advises and review their progress in achieving individual and team's utilization and profitability objectives consistent with team plans.
• Monitors Technical Account Team training continuum to ensure Technical and Business Skills enhancement and development.
• Works with each team member to develop 3-Month Plan, including monthly updates.
• Manages to team budget and P&L.
• Holds team accountable for using the approved operational processes.
• Attends Customer Quarterly Business Reviews and Monthly Operational Review meetings and provides Technical Guidance/Roadmap Planning.
• Performs other duties as assigned.

QUALIFICATIONS (Education, Experience and Certifications)

• College degree or equivalent experience required.
• Requires a minimum of 5 years of management experience.
• Requires PC literacy.
• Understanding of International labor laws.
• Familiar with Output Management software, specifically RightFax (OpenText).
• Familiar with Knowledge-Centered Service (KCS) methodology.

KNOWLEDGE, SKILLS AND ABILITIES

• Strong leadership skills with the ability to motivate teams to accomplish challenging goals. Ability to develop organizational, team and employee competencies that result in a more innovative, adaptive and knowledgeable team.
• Ability to lead a remote technical team with individual team members dispersed geographically.
• Ability to travel as required maintaining rapport with employees and customer contacts as required.
• Technical skills in enterprise IT architecture and design based on real world application development and design.
• Ability to work with ambiguous goals and to meet or exceed aggressive deadlines in uncertain environments.
• Skills in forming and developing high performing technical teams that demonstrate excellence in a dynamic environment with a high degree of flexibility and accountability.
• Strong interpersonal and communications skills including public speaking and both oral and written proficiency.
• Must be able create strong high trust partnerships with Ricoh resources.
• Ability to present complex technical topics to a non-technical audience is a strong plus.
• Ability to clearly communicate throughout the organization with excellent problem solving skills under pressure, strong customer service orientation, the ability to take on in a leadership role and succeed with organizational agility.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

• Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
• May require significant overnight travel several days per month.
• Work assignments are diversified. Interpret, comprehend and apply complex material, data and instruction; prepare, provide and convey diversified information.
• Minimal physical effort required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs. (e.g., papers, books, files and small parts, etc.). Moderate dexterity; regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

Come Create at Ricoh

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers' success and guide them toward a more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest in Yourself

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually
• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.