Technical Relationship Manager

IGEL Technology; United States; On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Health insurance

Dental & vision

Paid holidays

PTO 18-22 days

Sick time with rollover

401(k) match

Parental leave

Home office allowance

Remote working opportunities

Employee assistance program

Job summary

IGEL Technology is seeking an experienced Technical Relationship Manager to cement a strategic relationship with enterprise customers and guide IGEL technology adoption. The TRM serves as the central point between the customer and IGEL's various functional divisions, ensuring alignment and ongoing value.

You will work with customer teams to transfer product knowledge, escalate incidents as needed, and help shape account plans and deployment roadmaps.

Qualifications

• Minimum 5 years of experience directly supporting enterprise customers in a TRM capacity.
• 5+ years engineering, consulting, or system integration with IT vendors or VARs.
• Experience with application and desktop virtualization platforms (VMware Horizon, Citrix Virtual Apps and Desktops, Microsoft RDS).
• Knowledge of networking concepts and protocols (TCP/IP, DHCP, DNS, VLANs, 802.1x, RADIUS).
• 2+ years of experience with IGEL products in a customer environment.
• Experience with directory management (LDAP, Active Directory).
• Experience troubleshooting on Windows and Linux platforms.
• Familiarity with scripting (PowerShell, Bash, Python) a plus.
• Strong communication skills and ability to work independently under pressure.

Responsibilities

• Develop a strong strategic relationship with the customer.
• Provide knowledge transfer of IGEL products and functionality.
• Assist with escalation of support incidents through resolution.
• Escalate support queries to relevant channels.
• Assist in creating customer feature requests for product management.
• Ratify projects and guide upgrades.
• Develop and align a comprehensive account plan with the customer.
• Understand the customer environment and drive improvements; advise on best practices.
• Identify IGEL product sales opportunities within the account.
• Regularly visit customer locations, up to 30% travel.

Skills

Interpersonal skills

Communication skills

Time management

Self-management

Team player

Pro-active

Independent work

Tools

VMware Horizon

Citrix Virtual Apps and Desktops

Microsoft Remote Desktop Services

Active Directory

LDAP

PowerShell

Bash

Python

Job description

Job Description

The overall role of the IGEL Technical Relationship Manager 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.

The overall role of the IGEL Technical Relationship Manager 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.

Job Requirements

EXPERIENCE AND QUALIFICATIONS:

• 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
• 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.)
• 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 timekeeping.

Job Responsibilities

RESPONSIBILITIES:

• Develop a strong, positive strategic relationship with the customer.
• Provide knowledge transfer of IGEL products and functionality.
• Assist with the escalation of support incidents through resolution.
• Assist in the escalation of support queries to the relevant channels.
• Assist in the creation of customer feature requests as a conduit to product management.
• Ratify customer projects and provide guidance around further projects / upgrades.
• Develop and align a comprehensive account plan with the customer, documenting customer environment, expectations, priorities and technology deployment roadmap.
• Develop a good understanding of the customer environment and use this knowledge to proactively drive improvements and efficiencies within Customer environment. Advise the customer on technical best-practices as their IGEL trusted adviser.
• Use your in-depth knowledge of the customer environment to uncover additional IGEL product sales opportunities.
• Ability to visit customer locations on a regular basis, up to 30% travel required.

Job Benefits

WE OFFER:

• Health,dental,vision,andprescriptionbenefits(employeepremiumscoveredbyIGEL)
• 11company-paidholidaysperyear
• 18-22daysofPTOperyear(18daysinyear1,20daysstartinginyear2and22daysafter5yearsofservice)
• Sicktimeof10daysperyear,withrolloverofunuseddaysuptomaximumlimit
• 401(k)planwith100%companymatch,upto$15,000peryear
• Paidmaternityandpaternityleave
• Monthlyhomeofficeallowance
• Remoteworkingopportunitiesandflexibleworkingtimes,soyoucancombineyourdemandingworkwithyourpersonalgoals
• EmployeeAssistanceProgram(EAP)andFinancialWellnesstool
• Company-paidlifeinsurancepolicy,long-termdisability(LTD),andshort-termdisability(STD)coverage
• Wellbeingapps,includingRightway,HeadspaceandWellhub
• Traininganddevelopmentopportunitiestoadvanceyourcareer
• President’sClubforthehighestperformingsalespeopleandoverachievers
• Anamazingculturepoweredbyaworkplacerunontrust,empowerment,andfeedbackwithapositive,inspiringworkingatmosphere
• A highly motivated team that is already looking forward to your support in developing strategies and achieving common goals, together with you!