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Flexential Technical Account Manager in Lansing, Michigan

Job Description:

General Description

The Technical Account Manager “TAM” acts as a single technical point of contact into Flexential on behalf of named, strategic accounts for on-going support, inclusive of the service delivery, technical issues, and day-to-day management for all contracted Flexential delivered solutions.

The TAM works across all business units to drive the timely and successful implementation of any new service and is proactively involved in the pre-sales, sales, implementation and ongoing support of implemented solutions. The TAM oversees all solution delivery and is ultimately responsible for ongoing customer communications involving technical solutions, SLA reporting, project leadership, management, quality, andsolution delivery, often including multi-vendor management

Key Responsibilities And Essential Job Functions

  • Act as the trusted technology advisor to a base of accounts

  • Acts as single point of contact for all complex support requirements as they pertain to the assigned customers’ environment

  • Partner with Flexential Sales to cultivate and capitalize on new opportunities

  • Assist sales and sales engineering in the development of cost effective, operationally supportable solutions that meet complex customer requirements

  • Contribute to Flexential process improvement initiatives tailored to improve customer satisfaction

  • Performance improvements analysis, risk assessment on customer environment and provide recommendations

  • Ensure effective ownership, communication, coordination, and facilitation of support service activities between Flexential departments and strategic accounts

  • Lead customer requested meetings, quarterly business reviews, and other service and strategic discussions

  • Represent customer requirements in Flexential product roadmap discussions and governance meetings.

  • Document and map customer roadmaps to Flexential pipeline.

  • Identify and lead unique continuous improvement activities in support of customer

  • Ensures projects are on time, within budget and to satisfaction of client.

  • Ensure complete understanding of project scope by technical teams and client.

  • Coordinates with the technical teams, vendor(s), and client delivery team to ensure the timely delivery of project milestones


  • B.S. in technical or business-related field

  • 7+ years of experience in technology / operations / design, preferably in the service provider industry

  • Experience in customer facing technology role

  • Experience in Project Management and Planning / Road mapping

  • Excellent communication, presentation & customer service skills

  • Broad based experience in a technology domain (e.g. - virtualization, systems administration, etc.)

  • Change, Incident and Problem Management expertise

  • Good financial acumen

  • Solutions minded on technology strategies, and IT service provider delivery

  • Strong technical background for developing and selling IT solutions

  • Operational process improvement awareness

  • Ability to guide technical staff in a distributed environment

  • Ability to adapt to an evolving technology landscape

  • Working knowledge of Microsoft Excel, Word and contract management software

  • Flexible schedule and ability to travel

Flexential offers flexible and essential services that help organizations optimize their journey of IT transformation while simultaneously balancing cost, scalability, compliance and security. The company, co-headquartered in Charlotte and Denver, is committed to building trusted relationships and delivering tailored solutions that suit the individual needs of its customers. Flexential is deeply invested in the success of its customers, who trust it to deliver core data center solutions of colocation and connectivity, as well as, cloud, managed solutions and professional services. Flexential’s robust suite of assets spans 21 markets and comprises 40 highly redundant and connectivity-rich data centers. For more information on Flexential, please visit www.flexential.com. Flexential is a registered trademark of the Flexential Corp.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.