Technical Account Manager

Job Description

Essential Roles and Responsibilities

• Responsible for the technical outcome of Operational Service within the Security Business Unit.
• Responsible for Service Compliance across nominated key accounts, ensuring the Business Unit provides services that achieve contractual SLA and Delivery Obligations.
• Provide a single point-of-contact for a Customer Success Manager on key accounts, ensuring the support from the Business Unit is in place to deliver all obligations around technology delivery and serviced operations.
• Responsible for ensuring that Cyber Security Engineers/Analysts respond in a timely manner, escalate where appropriate and that service records (Incidents, Changes, Problems) are pro-actively monitored, managed, and responded to.
• Responsible for the maintenance of a Customer Estate, ensuring that long term planning is in place and that obligations are executed in a timely manner - for example, ensuring a patching policy is in place and adhered to pro-actively, ensuring backups areexecuted and reporting is provided to the customer and validated, or where relevant, that disaster recovery tests are completed.
• The Security Technical Services Manager will work with the Customer Success Manager directly to the Customer, be a permanent Customer Facing role in key accounts, be a visible and trusted representative of the business unit and provide a conduit and point-of-contactfor the customer to assure a partner relationship and give the customer confidence and belief in their ability to rely on Claranet and achieve the necessary outcomes.
• Own and drive service improvements within the Security Business Unit including service escalations and drive through service escalations to resolution to ensure Customer satisfaction
• Responsible for Service capacity and offer the relevant information to operations management and Delivery Management in order to ensure OLA and SLA adherence.
• Identify and manage risk management associated with owned services and manage customer treatment of risk
• Ensure Key Performance Indicators are clearly defined and agreed for each service in conjunction with the Delivery Management.
• Own and drive service improvements within the Security Business Unit
• Responsible for identifying Commercial Opportunities within an existing Customer Estate and passing those opportunities through to the Commercial and Solutions team to drive Customer Success through account growth.
• Responsible for supporting the Customer and Success Management in managing the overall cost base within the Security Business Unit to underpin Customer Success through a strong Account P+L and Business Case achievement.
• Responsible for compiling and delivering monthly reporting, project updates and gathering customer feedback to drive service improvements within the services and BU.

Essential

• The Technical Account Manager should have demonstrable capability in supporting large Enterprise customers and be professional leader, the TSM should demonstrate the ability to coach and mentor more junior TSMs of all skill and experience levels to growthe overall capability within the Security Business Unit.
• The Technical Account Manager Should Demonstrate excellent inter-personal and Organisational skills, must work fluidly both at a Senior Peer and Customer level building trustful and successful relationships, support continual positive momentum towards theCompany Objectives supporting Sales Engagements and Project & Operational Delivery direct to Customers.
• The Technical Account Manager provides an escalation point for all challenges within Customer Operations and ensures that business priorities are prioritised, that focus is maintained and co-ordinated and that obligations to Customers are met in the mostefficient and successful way possible, working hand in hand with internal stakeholders such as the Customer Engineering & Delivery Director.
• The Technical Account Manager should be and act to be seen as the Customer Advocate for the Security BU Customer Base, ensuring Customer Demand is prioritised appropriately, that escalation and issues are managed appropriately, and highlighted to the relevantteam member(s) up-to and including the Customer Engineering & Delivery Director, so that the correct focus can be applied, and the right outcome achieved.
• The Technical Account Manager should be an excellent communicator at all levels, able to present to large and small audiences and create a compelling proposition/story as appropriate to both engage technical and business leaders, internal staff and alliancepartners alike.

In addition, the following are highly desirable:

• Educated to Degree level or equivalent experience
• Ideally, a Technical Background in Cyber Security Services & Delivery, experience in delivering services under an ITIL Framework and understanding to a competent level of IT Infrastructure, Datacentre and Public/Private Cloud Concepts from a network/cloudsecurity perspective.
• Proven experience leading and developing technical communities within the IT specialism
• Strong evidence of working closely with customer stakeholders and sustaining long term relationships generating commercial success.
• Is self-motivated and able to work under pressure
• Ability to travel to different sites and locations on a regular basis (weekly)