Technical Account Manager

Summary

Join Datacom as a Technical Account Manager and build strong client relationships, addressing their technical needs and identifying expansion opportunities. You will be responsible for developing support strategies, liaising with various teams, and reviewing documents to ensure compliance. This role also involves personnel management, providing technical guidance, recommending policy changes, and managing schedules and budgets. You will contribute to organizational change initiatives and report on operational performance. Datacom offers a dynamic work environment with perks such as remote work, flexible hours, and professional development opportunities.

Requirements

• Knowledge of industry standards and government regulations relevant to data communications / networking
• Extensive experience and specialist skills in the configuration and maintenance of networking/communications infrastructure, including the ability to support a variety of technologies
• Advanced operational knowledge of networking systems and software covering both Local Area Networks (LANs) and Wide Area Networks (WANs)
• Strong skills in Router Hardware/Software, Switch Hardware/Software, SNA/MVS, Frame Relay, ATM, Protocols (TCP/IP / IPX / IBM), Routing Protocols, Firewalls
• Knowledge of finance management practices, with a clear understanding of the relationship between costs, utilisation and project revenue
• 8+ years of Sales experience
• 5+ years of account management experience
• Demonstrated experience in managing people and teams
• Finance management experience, including cost estimation and budget tracking and reporting
• Strong Project management skills
• Ability to manage complex issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends
• Excellent communication skills, both written and verbal
• Proven sales ability including outstanding negotiation skills, persuasive ability and excellent communication skills
• Strong ability to motivate and manage direct and indirect teams of employees across multiple functions

Responsibilities

• Develop support delivery strategy and related processes, escalation procedures and training
• Liaise between customers and technical support, product development, sales and field service to identify opportunities for support delivery improvements, cost reduction and value-adds
• Review and approve documents for protection of the company's contractual posture and adherence to company policy
• Assist in the selection, development, and evaluation of personnel to ensure the efficient operation of the team
• Receive assignments in the form of objectives and determine how to use resources to meet schedules and goals
• Provide guidance and advice within the latitude of established company policies in order to meet schedules and resolve technical problems
• Recommend changes to policies and establishes procedures that affect the company
• Develop and administer schedules and performance requirements, which may include budget responsibilities
• Support and assist with related organisational changes and activities that are required as an outcome of business improvement activities and ensure ongoing effectiveness of the organisation’s change management function
• Monitor, measure and report on department operational issues, opportunities, development plans and achievements within agreed formats and timelines

Benefits

• Social events
• Chill-out spaces
• Remote working
• Flexi-hours
• Professional development courses