Technical Account Manager

**COMPANY OVERVIEW**:
When it comes to a cybersecurity crisis, the question is not if, but when it will happen - that’s why Ntirety’s mission to provide proactive compliant security is crucial in today’s business landscape. No matter what role or department you work in, being a part of Ntirety means supporting all of our different teams to help keep our clients protected and updated on the latest in cybersecurity.

We are a passionate team, but we are small, so we seek someone that can roll up their sleeves and get stuck in. Our hope is that speaks to you Still with us? You likely believe that there is more to a job than just getting paid, and that the mission really matters. Good. Because we believe that too.

Join the team at the forefront of this mission-critical industry.

**POSITION PURPOSE**:
Technical Account Managers (TAM) own the customer relationship 24x7 and serves as their primary Hostway/Hosting advocate and technical point of contact. The TAM will be responsible for understanding the customers Desired Business Outcomes (DBOs) and using those DBOs to generate Guidance Level Agreements (GLAs) specific to the assigned key customer. The TAM is directly responsible for customer success and growth through giving guidance using the tools developed and provided by the company along with promoting products that are suitable for their business. This requires intimate knowledge of all assigned customers’ environments.

The TAM will work closely with both the Operational Support team and the Account Manager (sales) to provide accurate and relevant guidance and propose relevant solutions for customer growth. The TAM will be an escalation point-of-contact for any outage incident that occurs in their customer base. He will assist in directing escalation calls and manage resources to find the solution to the issue.

An ideal TAM will have expert knowledge of the hosting industry that is highlighted with a technical base. Technical Account Managers must exhibit accountability, ownership, strong communication and organizational skills to insure a positive customer outcome.

**ESSENTIAL JOB DUTIES AND RESPONSIBILITIES**:

- Delivering Guidance Level Agreements based on Availability, Security, and costs
- Perform technical reviews and share knowledge to proactively identify and prevent issues
- Understand the technical infrastructure, hardware, processes, and offerings of key customers
- Ensure a high level of customer satisfaction with each customer engagement, and through the complete adoption life cycle of our offerings
- Communicate how specific products, services and solutions including our product roadmap align to customer user cases
- Capture the capabilities of our offerings and identify gaps as related to customer use cases through a closed-loop process with our Product Engineering team, driving further product adoption
- Communicate effectively and consistently with clients, Sales, and all Operational Teams
- Become a technical mentor to the support team and be an escalation POC
- Be accountable for customer knowledge and dissemination of said knowledge to other functional areas in the business
- Lead troubleshooting teams of experts to resolve complex customer issues when significant problems are unresolvable by conventional means
- Attend weekly meetings for escalations, CAB and IRB; provide input and take actions as required to ensure highest levels of service availability and performance for assigned customer base
- Ability to hold regular governance sessions with all levels of leadership, both internally and externally
- Continuously develop industry knowledge and learn new technologies to help educate our customers
- Must deliver an exceptional customer experience every day
**Requirements**:
**DESIRED MINIMUM QUALIFICATIONS**:

- Bachelor’s degree in a science or technical field; or relevant job experience
- 5+ years of experience with Windows, Linux or Unix operating systems
- 3+ years of experience as a support or development engineer for Infrastructure-as-a-Service (IaaS), Platform-as-a-Service (PaaS) or Hosting service
- Demonstrated skill set managing, diagnosing and debugging matrixed problems across multiple disciplines (app, infrastructure, DB, etc.)
- Experience working in support, development or engineering organization
- Ability to manage and grow existing key customer relationships by delivering proactive, relationship-based support
- Excellent verbal and written communication skills in English
- Ability to convey information to customers in a clear and concise manner
- Proficient with Cloud products such as: AWS, Azure, Google Cloud, VMware, Hyper-V
- Intermediate understanding of the implementation, limitations, and ideal use cases for a hybrid hosting environment
- Working knowledge of conventional networking gear, e.g., switches, firewalls, segmentation, and subnetting
- Ability to work independently or as a team to approach problems creatively and resolve them in an eff