Job Description

You will be responsible for managing all technical/ functional aspects of service delivery, interacting daily with one or multiple Enterprise Class clients. You will accountable for leading the relationship with specific customers from an engagement and delivery perspective. 
You will also direct strategic roadmap and planning efforts, brief clients semi-annually on technology and process evolutions that may be of interest or benefit to them. You will be responsible for assisting business development in both a pre and post sales capacity and identify areas where we may be able offer improved service and/or reduce client’s operational costs throughout the engagement lifecycle. Operational management tasks to include SLA management /compliance /reporting, contract management and proactive statistical analysis of performance data.

Key Metrics for the TAM will include:

• GP – gross profit (project)
• GP% - gross profit percentage (project) at a customer level
• Efficiency
• Customer Satisfaction – quarterly surveys (and re-surveys)
• Additional revenue – additional business into customers
• Customer Retention – ensuring that we retain existing customers

Additional responsibilities will include:

• Contract Renewals
• Commercial uplifts to services
• Participating in tenders / proposals
• Presenting to new customers
• Managing budgets
• Transitioning new business into BAU
• Building senior level relationships with customers

Required Knowledge, Skills, and Abilities

• Knowledge of cloud computing concepts, software, and systems (i.e. networking, virtualization, VMware, hypervisors)
• Experience in a Managed Services environment
• Previous account and/or program management experience
• Commercial experience – opportunity development (farming), Pre-sales support, account management strategy and plan development, contract negotiation, Onboarding and Delivery.
• Must have experience with Mission Critical Applications (Financial Systems/Billing Systems/Procurement Systems)
• Direct experience in managed services environment (either as a customer or vendor)Ability to interface with clients at the CxO level is required, previous experience preferred