Technical Account Manager

Position Overview

IMT’s Technical Account Manager is responsible for building, delivering, and supporting key initiatives for selected Key Accounts from our global customer base of leading media and IT companies. Using industry best practices for project and account management along with solid technical knowledge; the Technical Account Manager will drive strategic technical account level projects and initiatives.

You will have a strong, technical background in Storage, Networking, Cloud Services, and Workflow/Software Development, and strong project management skills. You will also have a solid leadership background since the position is leading by influence rather than direct authority. Effective collaboration and communication skills are also critical since this key strategic driver will need to partner with Engineering, Sales, Support, and senior leadership to deliver a successful outcome.

Expectation of a successful IMT Technical Project Manager is to pro-actively drive expected results through technical expertise and excellent customer service to deliver projects on time and on budget, and increase profitability without reducing quality.

Responsibilities and Duties

• For accounts to which you are assigned:

You will be responsible for key account management, project management and/or technical oversight through the complete project lifecycle; including all phases from initiation to deployment and post go-live activity/ account management and at all levels from basic technology components to final product/solution level

You will be responsible for Key Account communication, including initiative planning, progress reporting, budget or scope, and issue resolution

Liaise with account team on future planning and initiative management.

Responsible for customer release management of the technical solutions, working closely with other team members, clients and partners to ensure the solutions are executed in accordance with the Project Plan, SOW, and project deliverables

You will lead project planning, schedule, cost, resources, partners, including working with product owners and segment leads to confirm project scope and goals, identifying resources, and crafting and handling project estimates and budgets

Assist with onsite delivery engineering tasks related to core skill set as needed. This will be a distribution of 80% TAM and 20% Engineering

Regularly monitor progress and communicate technical project status and progress to project sponsors including management

Work with internal and external project stakeholders to ensure that projects are delivered on-time, within scope and within budget

Responsible for the oversight of knowledge transfer as well as delivery and upkeep of project and reporting documentation

Work with Engineers to develop, generate and update prerequisite technical documentation for IMT solutions

Assist in the development of full-scale project plans, architecture, and design associated documents

Effectively communicate technical project expectations to engineering team members and stakeholders in a timely and clear fashion

Liaise with key customer stakeholders on an ongoing basis utilizing all appropriate tools

Set and continually manage expectations with team members and other stakeholders

Delegate tasks and responsibilities to appropriate sale, technical, project management, and operations personnel

Identify and resolve issues and conflicts within the account team, communicate and escalate to management as appropriate

Develop and deliver progress reports, proposals, requirements and utilization documentation, and presentations

Determine the frequency and content of status reports from the account team, analyze results, and troubleshoot problem areas, escalate as necessary

Define initiative success criteria and disseminate them to involved parties throughout life cycle

Coach, motivate and supervise team members and contractors, and influence them to take positive action and accountability for their assigned work

Build, develop, and grow any business relationships vital to the success of a project (both internal and external) or account

Develop best practices, processes, and tools for critical account management

You will periodically train and/or obtain certifications relevant to key account and/or IMT technology goals

Develop, generate and update prerequisite technical documentation for IMT solutions

Develop best practices and tools for project execution and account management.

Position Requirements

Customer service skills an asset

Strong Technical Skills in requisite areas

Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial

Experience at working both independently and in a team-oriented, collaborative environment is essential

Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities

React to project adjustments and alterations promptly and efficiently

Flexible during times of change

Ability to read communication styles of team members and contractors who come from a broad spectrum of disciplines

Persuasive, encouraging, and motivating

Ability to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments

Ability to defuse tension among project team, should it arise

Ability to bring project to successful completion through political sensitivity.

Strong written and oral communication skills

Strong interpersonal skills

Adept at conducting research into project-related issues and products

Must be able to learn, understand, and apply new technologies

Provide education and training to peers, sales and presales staff and others internally
Illustrate leadership through teamwork on all engagements, both internally and externally

Ability to organize and prioritize work in a multi-tasking environment

Ability to meet deadlines, follow-through on commitments, and take corrective action where appropriate