Job Description

The Technical Account Manager (TAM) is the relationship manager and customer advocate for a defined group of customer accounts. The TAM will provide customers with technical product advice and support during post-sales discussions. The individual will solve extremely complex sales support problems and answer detailed customer configuration questions. Technical Account Managers develop a consistent long term partnership with customers to ensure customers remain successful and realize the full value of their investment at The Planet. The TAM can operate under minimal supervision with wide latitude for independent actions and completes all duties as assigned. The TAM will report to the Manager of Technical Account Management. Key Responsibilities:

· Understand customer short and long term business goals and objectives as they relate to The Planet.

· Work on behalf of the customer to achieve the business goals through The Planet technical solutions

· Resolve customer issues by facilitating the coordination of efforts among The Planet organizations including but not limited to Customer Care, Technical Support, DC Logistics & Operations, Network Operations, Product Development, Product Management, Product Marketing & Sales.

· Perform regular customer account reviews to discuss customer environment performance

· Work with the respective technical teams to proactively manage customer configurations and recommend customer environment upgrades and add-ons

· Maintain a close working relationship with the Sales organization to execute on environment upgrades and add-ons

· Understand and communicate the customer’s hosting roadmap needs to Product Management

· Keep the customer informed of key Planet information that may be critical to their success (e.g. product roadmaps, new product releases, customer events, or organizations changes)

· Manage key account churn ratio to keep it at a minimum

Required Skills

· Minimum 4 years of enterprise account management

· Minimum 4 years of Systems Administration experience in a mid to large IT environment; with a minimum 10 years of experience in a professional work environment.

· Strong project management experience is recommended • Strong ability to plan, coordinate, and manage multiple activities

· Ability to motivate and influence people in order to elicit high quality work output

· Maintain technical knowledge of more than one platform (e.g. Microsoft Windows, Linux, and Databases).

· A solid understanding of hosting and the business objectives for IT outsourcing

· Ability to handle light physical exertion, routine bending and lifting (up to 50 pounds) as needed.

· Excellent customer service, written, verbal and presentation skills.

· Ability to work independently and as part of a team.

· Travel up to 100% may be required.

· Bachelor degree or higher in business, computer science, information systems, or related area; or demonstrated equivalent related work experience.

· Must be willing to work overnight shift, 7 PM to 4 AM